Tilla

Support Engineer

• Help Tilla's Customer Support function scale with our fast-growing client base
• Resolve customer issues with genuine technical depth and human warmth
• Turn recurring problems into automation and self-service to support many more clients without dropping service quality
• Triage and resolve support tickets across channels, owning first-contact resolution for your ticket categories, and own critical customer tasks (assigning vessels, creating and assigning ports, creating users, and similar)
• 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
• 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
• 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

Technical Customer Support Specialist