Technical Support Specialist

Job Summary:

The Technical Support Specialist (TSS) at Helm Operations delivers world-class product support for maritime operators worldwide and for internal stakeholders. This role covers our night shift - 17:00-02:00 Pacific Time, which is 08:00-17:00 Philippine time - working remotely in the Philippines through our employer of record. It is one of two seats on that shift and it is Helm's only live coverage of European and Middle Eastern morning business hours and of APAC, so it carries real autonomy: you are frequently the only Helm support agent online, and you hand the queue over to our LATAM shift at the end of every night.

We are looking for an experienced problem-solver who thrives in a digital environment, is driven to solve complex problems, and can turn technical detail into clear, understandable answers. The role requires genuine care for customers, strong technical troubleshooting ability, and exceptional written and spoken English - much of it with customers for whom English is a second language. The successful TSS will be organised, a strong team contributor, eager to learn, and comfortable exercising judgement without immediate backup.

Job Description:

KEY RESPONSIBILITIES
- Provide outstanding product support to customers and business partners worldwide over ticket, email and live phone.
- Analyse, prioritise and resolve reported technical issues in a timely, SLA-compliant manner.
- Answer after-hours calls and voicemails within the 30-minute first-response target, and participate in the on-call rotation.
- Investigate thoroughly before responding, and escalate rather than guess when working in live customer environments.
- Capture bugs and feature requests accurately and in enough detail for the development team to reproduce without a round-trip.
- Own the night-shift queue and deliver a clean written handover to the incoming LATAM shift every night.
- Contribute knowledge base articles, macros and reproduction notes back to the team from cases solved.
- Identify additional product or service opportunities and pass them to the appropriate team.

WHAT WE ARE LOOKING FOR
- Prior technical support experience in a software or SaaS environment, ideally with complex, multi-step investigations rather than scripted tier-1 work.
- Exceptional English, written and spoken - this role speaks directly to European, Middle Eastern and Australasian customers by phone.
- Strong troubleshooting discipline: reproduce, isolate, verify, document.
- Sound judgement about when to escalate, and comfort working a shift with no on-shift backup and limited manager overlap.
- Ability to work 08:00-17:00 Philippine time, Monday to Friday, with participation in the on-call rotation.
- Maritime, logistics or operations domain knowledge is an asset, not a requirement.

WORKING WITH AI
This role uses AI tooling daily - for ticket triage, summarising long case histories, drafting first-pass responses and searching our knowledge base. Because the shift runs without on-shift backup, fluency with these tools materially shortens time-to-answer. We expect that fluency and, equally, accountability for verifying output: AI-assisted drafting is expected, unchecked AI output reaching a customer is not. Complex troubleshooting, judgement in customer environments, escalation decisions, live calls and the customer relationship remain human-owned.
 

Worker Type:

Regular

Number of Openings Available:

1