Technical Customer Support Specialist

TillaSaaS, Shipping, Logistics

Remote (Europe), CET ±2 hoursFull-TimeMiddle

Salary not disclosed

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Job Details

2–4 years of experience in a customer support, customer success, or technical support role.
Exposure to B2B SaaS environments.
Hands-on experience with technical tools, such as ticketing platforms and data querying.
Ability to perform API-adjacent troubleshooting and work with structured data.
Strong product mastery with the ability to diagnose issues across complex systems.
Clear, empathetic communication skills, including de-escalation capability.
Ability to manage tickets and workflows against service-level agreements (SLAs).
Mindset oriented toward process improvement and automation.
Experience or interest in working within early-stage or growth-stage startups.
Based within a EU-friendly timezone (CET ±2 hours).
Fluency in English.

Triage and resolve support tickets across channels, owning first-contact resolution for assigned categories.
Perform critical customer administrative tasks including managing vessel, port, and user assignments.
Diagnose technical product issues by reading logs, interpreting errors, and reproducing bugs.
Scale support quality by implementing automation, including testing bots, workflows, and macros.
Author and maintain help-centre articles and internal runbooks to support self-service.
Identify and escalate repeat issues to Engineering and Product teams.
Run ticket-theme and sentiment analysis to inform user meetings and proactive outreach.
Partner with Customer Success Managers on pilot rollouts and cross-team ticket coordination.

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