Technical Support Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver product support to customers and business partners globally through tickets, emails, and live phone calls.

• Assess, prioritize, and resolve technical issues in accordance with SLA guidelines.

• Respond to after-hours calls and voicemails within the targeted 30-minute first-response time.

• Engage in the on-call rotation as required.

• Conduct thorough investigations into issues and escalate them rather than making assumptions in live customer scenarios.

• Document bugs and feature requests for the development team to replicate.

• Manage the night-shift queue and provide a comprehensive written handover to the incoming LATAM shift.

• Contribute to knowledge base articles, macros, and reproduction notes.

• Recognize additional product or service opportunities and refer them to the relevant team.

• Utilize AI tools for ticket triage, summarizing case histories, drafting initial responses, and conducting knowledge-base searches, while ensuring human oversight in troubleshooting, judgment, escalation decisions, live calls, and customer relationships.

⛳️ Requirements

• Previous technical support experience in a software or SaaS environment, preferably involving complex, multi-step investigations rather than scripted tier-1 tasks.

• Exceptional proficiency in English, both written and spoken.

• Strong troubleshooting skills: reproduce, isolate, verify, and document issues effectively.

• Good judgment regarding when to escalate issues.

• Comfort in working a shift without on-shift backup and limited managerial overlap.

• Availability to work from 08:00 to 17:00 Philippine time, Monday to Friday.

• Willingness to participate in the on-call rotation.

• Knowledge of maritime, logistics, or operations domains is advantageous but not mandatory.

• Familiarity with AI tools for ticket triage, summarizing case histories, drafting responses, and searching the knowledge base.

• Responsibility for verifying AI outputs before they are presented to customers.

🏝️ Benefits

• Work remotely in the Philippines through an employer of record.

• Enjoy regular employment status.

• Participate in the on-call rotation.