Technical Customer Support Specialist

Help Tilla's Customer Support function scale with our fast-growing client base, resolving customer issues with genuine technical depth and human warmth, and turning recurring problems into automation and self-service that let us support many more clients without dropping service quality.

What you'll do

• Triage and resolve support tickets across channels, owning first-contact resolution for your ticket categories, and own critical customer tasks (assigning vessels, creating and assigning ports, creating users, and similar)
• Diagnose technical issues across the product — reading logs, interpreting errors, and reproducing hard-to-replicate bugs across environments
• Become a force multiplier for the team as you gain knowledge, eventually helping to onboard and train new team members as we grow
• Support the rollout of automation — testing bots, workflows, and macros — and maintain a clean, consistent label and tagging structure
• Author and maintain help-centre articles and internal runbooks from recurring ticket resolutions
• Identify repeat issues and propose upstream fixes to Engineering and Product
• Run ticket-theme and sentiment analysis by account to feed into user meetings
• Prepare and run user calls, and run proactive outreach for key product areas

What you'll need

• 2–4 years in a customer support, customer success, or technical support role, ideally somewhere with a variety of connected tools and systems
• Exposure to B2B SaaS
• Hands-on work with technical tools — ticketing platforms, basic SQL or data queries, or API-adjacent troubleshooting
• Technical troubleshooting and product mastery — comfortable learning deeply about a complex SaaS product, and diagnosing issues across multiple systems
• Clear, empathetic customer communication, including de-escalation under pressure
• Strong ticket and workflow management against SLAs, without trading away quality
• Analytical curiosity — digging into tools and data to find root causes rather than following scripts
• Ability to pick up new tools quickly and use them independently

Nice to have

• Maritime, shipping, or travel industry context
• Experience or interest in early-stage or growth-stage startups
• Languages beyond English

What they offer

• Tackle a unique industry challenge with global impact
• International, mission-oriented, supportive and fun team
• Leading-edge AI tools for all team members
• Support and budget for your learning and development