Technical Support Representative

Our client, a leading software provider in the last-mile logistics space, is seeking a 

Technical Support Representative

to provide priority technical support, manage escalations, deliver proactive account management, and drive measurable customer success outcomes. This role is perfect for individuals with a passion for technology, problem-solving, and customer success. You will serve as the primary Technical Support Representative for all our customers, overseeing the premium support relationship from front-line troubleshooting through strategic account reviews. You will work cross-functionally with different teams, ensuring that issues are resolved with care and precision. If you thrive in a fast-paced environment and enjoy helping customers navigate software solutions, we want to hear from you! 

Requirements

Responsibilities

• Act as the primary Technical Support Representative for all customers, providing direct access via phone, Slack, and Helpdesk portal.
• Manage and prioritise incoming support requests to meet strict response and resolution SLAs.
• Proactively monitor system health and coordinate resolution of incidents.
• Identify and escalate issues requiring engineering or custom development.
• Maintain clear documentation of all customer interactions, support requests, and change management communications.

Support key tasks including:

• New customer onboarding & configuration.
• Platform transitions (coordinating migration efforts with engineering).
• New and existing integration setup and configuration (non-code deployments).
• Advanced platform troubleshooting and complex system analysis.
• User and access management, system notification configurations, scheduled report setup.

Qualifications

• BSc/BA degree or equivalent work experience.
• 3+ years of experience in technical/software support, preferably in a SaaS environment.
• 2+ years in a customer-facing technical role, ideally managing strategic or high-value accounts.
• Strong experience with support ticketing tools (JIRA, Salesforce), API tools (Postman), and collaboration platforms (Slack, Confluence).
• Familiarity with SQL queries, EDI configurations, and system integration troubleshooting is preferred.
• Strong understanding of SLAs, ticket management workflows, and customer health reporting.
• Demonstrated ability to manage customer expectations professionally while advocating for their success.
• Exceptional problem-solving skills with a bias for action and ownership.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities.
• Excellent written and verbal communication skills.
• Experience in final mile logistics or supply chain technology is a plus.

Skills

• Process-driven approach to technical support and ticket management.
• Ability to thrive in a remote work environment and work independently.
• Proactive communicator with a strong sense of customer advocacy.
• Data-driven mindset with a passion for tracking KPIs and driving continuous improvement.
• Calm and resilient under pressure, particularly when managing critical incidents.
• Strong interpersonal and relationship-building skills.

Benefits

• Group Health and Life
• Two Weeks Paid Vacation
• After Hours Transportation