Technical Customer Support Specialist

Job description

We are a growing SaaS start-up with an international team, operating on the intersection between two of the world's most fascinating industries - global shipping and global travel. Over 90% of global trade depends on ships, and the shipping industry depends on the 2 million seafarers who operate them. What most people don't know is there's a complex, mission-critical travel operation going on 24/7 to bring seafarers to the ships where they're needed, when they're needed. That's called crew logistics, and without it, global trade wouldn't function. But it's an operation often built on manual processes and legacy systems, meaning high-stress for operators, an unreliable experience for seafarers, and poor outcomes for the industry. That is until Tilla enters the scene. Backed by strong investor support, with more than 10,000 crew changes executed in the platform each year across over 600 vessels globally, our platform is a game changer in crew logistics, streamlining collaboration between operators and seafarers, making crew operations more humane, efficient, and cost-effective. Join us on the next chapter of our growth journey and tackle this overlooked yet critical global challenge: every crew change, optimized and digital. ### Your mission 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. **🛠️ Scale up support quality as the client base grows, by owning technical resolution end-to-end** - 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 **⚙️ Drive automation and knowledge management improvements to reduce repeat work** - 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 **🧭 Deepen customer relationships as the function matures, pairing analysis with proactive outreach** - 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 - Partner with Customer Success Managers on pilot rollouts, and coordinate with CSMs and travel partners on cross-team tickets ### **You should have** - Experience: exposure to B2B SaaS - Experience: 2–4 years in a customer support, customer success, or technical support role, ideally somewhere with a variety of connected tools and systems - Experience: hands-on work with technical tools — ticketing platforms, basic SQL or data queries, or API-adjacent troubleshooting (you don't need to have coded, but structured data and systems shouldn't intimidate you) - 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 - A process-improvement and automation mindset — macros, bots, self-service content - 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 (familiarity with support/ticketing, documentation, and engineering/project-tracking tool categories is a plus) - Ownership-driven, proactive, and calm under operational pressure - Experience or interest in **early-stage** or **growth-stage** startups. - Maritime, shipping, or travel industry context is a nice-to-have, not a requirement - Based within a EU-friendly timezone (CET ±2 hours) - Fluency in English. Other languages are a plus. **Why Join Us?** - Tackle a unique industry challenge with global impact - Be part of an international, mission-oriented, supportive and fun team - Do your best work, with leading-edge AI tools for all team members - Benefit from support and budget for your learning and development *We believe that employing a diverse workforce is central to our success at Tilla. We make hiring decisions based on your experience and skills. Therefore, we welcome applications from all members of society, regardless of age, gender, disability, sexual orientation, race, religion or belief.*