Software Support Specialist

SALLING SEARCH PTE. LTD.; Singapore; On-site; SGD 30,000 - 42,000; Full time

Benefits offered by this job

Global maritime technology environment

Career growth opportunities

Job summary

SALLING SEARCH PTE. LTD. is seeking a Technical Support Specialist to provide high-quality technical assistance to global customers using our SaaS platform. You will ensure smooth system operations and resolve issues efficiently across multiple time zones.

You will handle first/second-line support via email, tickets, and phone, troubleshoot software and integrations, and collaborate with product and engineering teams to improve user experience. A fast-paced, global support environment awaits.

Qualifications

• 1–4 years experience in technical support, helpdesk, or IT support role.
• Strong troubleshooting and problem-solving skills.
• Familiarity with SaaS platforms, APIs, or system integrations preferred.
• Basic understanding of networking, databases, or cloud environments (AWS/Azure is a plus).
• Ability to read and interpret logs or error messages.
• Strong communication skills (written and verbal), especially in customer-facing situations.
• Ability to work in a fast-paced, global support environment.
• Maritime or logistics industry exposure is a plus but not required.

Responsibilities

• Provide first and second-line technical support to customers via email, ticketing system, and phone.
• Troubleshoot software, integration, and system-related issues (SaaS/web-based applications).
• Analyze logs, replicate issues, and escalate complex cases to engineering when required.
• Monitor system performance and proactively identify potential disruptions.
• Maintain accurate documentation of issues, solutions, and knowledge base articles.
• Collaborate with product, engineering, and implementation teams to improve user experience.
• Support onboarding of new clients and assist with configuration/setup issues.
• Ensure adherence to SLAs and maintain high customer satisfaction levels.

Skills

Troubleshooting

Customer support

SaaS platforms

APIs

System integrations

Networking basics

Databases basics

Cloud environments

Communication

Global support

Tools

Zendesk

Jira Service Desk

Freshdesk

Job description

We are seeking a Technical Support Specialist to join a fast-growing maritime software company. You will be responsible for providing high-quality technical assistance to global customers using our SaaS platform, ensuring smooth system operations, and resolving issues efficiently across multiple time zones.

Key Responsibilities

• Provide first and second-line technical support to customers via email, ticketing system, and phone
• Troubleshoot software, integration, and system-related issues (SaaS/web-based applications)
• Analyze logs, replicate issues, and escalation complex cases to engineering when required
• Monitor system performance and proactively identify potential disruptions
• Maintain accurate documentation of issues, solutions, and knowledge base articles
• Collaborate with product, engineering, and implementation teams to improve user experience
• Support onboarding of new clients and assist with configuration/setup issues
• Ensure adherence to SLAs and maintain high customer satisfaction levels

Requirements

• 1–4 years experience in technical support, helpdesk, or IT support role
• Strong troubleshooting and problem-solving skills
• Familiarity with SaaS platforms, APIs, or system integrations preferred
• Basic understanding of networking, databases, or cloud environments (AWS/Azure is a plus)
• Ability to read and interpret logs or error messages
• Strong communication skills (written and verbal), especially in customer-facing situations
• Ability to work in a fast-paced, global support environment
• Maritime or logistics industry exposure is a plus but not required

Nice to Have

• Experience with ticketing systems (e.g., Zendesk, Jira Service Desk, Freshdesk)
• Basic scripting knowledge (SQL, Python, or similar)
• Understanding of maritime operations or fleet management systems
• Prior experience supporting enterprise clients

What We Offer

• Opportunity to work in a global maritime technology environment
• Exposure to complex enterprise systems and international clients
• Career growth into technical specialist, implementation, or engineering tracks
• Collaborative and supportive team culture

Monthly Rotation sequence for tech support:

Week 1: Mon-Fri, 8-5pm
Week 2: Mon-Fri, 2pm-11pm
Week 3: Mon-Fri, 7am -4pm + Sat-Sun 8am-8pm (7 days straight)
Week 4: Tue-Wed, 8am-5pm (Mon, Thu, Fri off)

Contact Kirc Lyndell Jareno at [e-mail]