T1 Technical Support Specialist

StormGeo Company; Manila, Hinoba-an; On-site; PHP 446,000 - 670,000; Full time

Benefits offered by this job

Hybrid Work Model

Global team collaboration

Job summary

StormGeo’s Manila-based Technical Support Specialist role provides first-level technical support for voyage planning software and digital publications solutions, resolving cases to ensure onboard software functionality and access to P&N content. The position operates in a 24/7 shift with Europe and APAC teams, reporting to the APAC Regional Team Leader, with weekend support as needed.

The role requires education in a technical/maritime field, maritime knowledge is valued, and experience in

Qualifications

• Education in a technical or maritime field.
• Maritime experience and qualifications are valued.
• Customer service or product support experience with international clients.
• Fluent English required; other languages a plus.

Responsibilities

• Analyze cases and provide assistance to clients.
• Update case information in the ticketing system.
• Support software releases and document cases.
• Liaise with third-party providers to resolve cases.
• Provide input to Product Management and Development teams.
• Elevate to Tier 2 Support when needed.

Skills

Customer service

Teamwork

Problem solving

AI knowledge

Self-motivated

Fluent English

Education

Technical/Maritime education

Tools

CRM systems

Microsoft Office

Job description

As a T1Technical Support Specialist at StormGeo, you will provide first-level technical support to customers using our voyage planning software and digital publications solutions. Your overall responsibility will be resolvingtechnical support cases through various channels, ensuring optimal onboard software functionality and accessibility of P&N content, while following established guidelines with a client-focused mindset.

At StormGeo, the Technical Support Specialist role operates within a 24/7 shift system, shared between teams in Europe and APAC, to deliver timely support to our global customer base. You will report to the Regional Team Leader for Technical Support APAC. This role requires shift work and may also include weekend support, as needed.

This position will be based in Manila, Philippines.

Main Responsibilities

• Analyze cases, select the appropriate guidelines or instructions for resolution, and provide assistance to clients.
• Update case information in the ticketing system to keep stakeholders informed about status, root cause, and estimated resolution time.
• Support software release rollouts and contribute to case documentation.
• Liaise with third-party providers (e.g. digital content or data suppliers) to support case resolution.
• Provide input to Product Management and Development teams based on case insights.
• Apply structured problem-solving methods to unfamiliar cases and elevate to Tier 2 (T2) Support when necessary.

Core Requirements

• Education in a technical and/or maritime field, such as (but not limited to) Computer Science or Nautical Studies.
• Maritime experience and qualifications, particularly related to bridge operations or navigation, are highly valued.
• Customer service or product support experience, ideally supporting software products for an international client base.
• Basic knowledge of problem-solving methodologies is an advantage.
• Self-motivated, with the ability to work both independently and as part of a global team.
• Continuous development in knowledge and capabilities in the effective application of AI to support individual, team, and business objectives.
• Experience using CRM systems and Microsoft Office tools.
• Fluent English (written and spoken) is required; additional languages are a plus.

Company Offers

• Global mission - Every day, we enable our clients to navigate a changing environment by unlocking the value of data.
• Smart, creative, and innovative environment, where you'll work alongside a talented and supportive team of professionals.
• Hybrid Work Model.
• International development opportunities to support your professional growth.

We value diverse perspectives and welcome candidates from all backgrounds and industries.StormGeooffers a stimulating international environment where we challenge, encourage, and support each other. Get a glimpse of our culture and whatit’slike to be part of our team by watching this short video:StormGeo .

About StormGeo

Informed by nature, powered by technology

We are a leading technology provider enabling weather-sensitive companies to navigate operational challenges in dynamic environments and volatile markets. With nature and weather intelligence at our core, our technological innovations and human expertise transform data into actions that safeguard people, industries, and nature for a sustainable future. For us, it's about more than just business; it's a legacy we are proud to build.

StormGeo is a truly global company with innovative and passionate team members from all over the world, offering actionable insights that empower the decision‑making of shipping, energy, and weather‑sensitive companies worldwide 24/7/365.

Since 2021, StormGeo has been part of Alfa Laval. Our shared goal is to accelerate success for our customers, our people, and our planet. We strongly believe that curiosity is the spark behind great ideas – and great ideas drive progress.

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