SaaS Technical Support Specialist: Crew Logistics

Tilla; Poland; Remote; PLN 90,000 - 150,000; Full time

Job summary

Tilla is a growing SaaS startup focused on crew logistics for shipping and travel, with an international team and a mission to modernize manual processes in crew operations.

You will join the Customer Support function to scale our client base, resolve issues with technical depth and warmth, and turn recurring problems into automation and self-service, enabling support at scale as we grow.

Qualifications

• Experience: exposure to B2B SaaS
• Experience: 2–4 years in a customer support, customer success, or technical support role
• Experience: hands-on work with technical tools — ticketing platforms, basic SQL or data queries, or API-adjacent troubleshooting
• 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

Responsibilities

• Triage and resolve support tickets across channels, owning first-contact resolution for ticket categories
• 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

Skills

B2B SaaS experience

2–4 years support

Technical troubleshooting

Customer communication

SLAs management

Automation mindset

Analytical mindset

Tools

Ticketing platforms

SQL basics

API troubleshooting

Job description

Tilla is a growing SaaS startup focused on crew logistics for shipping and travel, with an international team and a mission to modernize manual processes in crew operations.

You will join the Customer Support function to scale our client base, resolve issues with technical depth and warmth, and turn recurring problems into automation and self-service, enabling support at scale as we grow.