Technical Customer Support Specialist

Tilla

Customer Support Specialist helping Tilla's Customer Support function scale with fast-growing client base. Resolving customer issues with technical depth and driving automation and self-service improvements.

Posted 7/16/2026full-timeRemote • 🇪🇺 Anywhere in EuropeJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong technical troubleshooting skills and product mastery in a B2B SaaS environment, with a focus on customer communication and process improvement through automation. Capable of managing support tickets effectively while maintaining high service quality and collaborating with cross-functional teams.

Highest-signal resume keywords

B2B SaaS ExperienceTechnical TroubleshootingCustomer CommunicationTicket ManagementProcess Improvement

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

SQLData QueriesAPI TroubleshootingTechnical SupportAutomation MindsetAnalytical SkillsTicketing PlatformsWorkflow Management

Soft Skills

EmpathyClear CommunicationOwnershipProactive AttitudeCalm Under Pressure

Tools & Technologies

Ticketing PlatformsDocumentation ToolsProject Tracking Tools

Industry Keywords

MaritimeShippingTravel IndustryCustomer Success

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Experience: exposure to B2B SaaS
Experience: 2–4 years in a customer support, customer success, or technical support role, ideally somewhere with a variety of connected tools and systems
Experience: hands-on work with technical tools — ticketing platforms, basic SQL or data queries, or API-adjacent troubleshooting (you don't need to have coded, but structured data and systems shouldn't intimidate you)
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
Ability to pick up new tools quickly and use them independently (familiarity with support/ticketing, documentation, and engineering/project-tracking tool categories is a plus)
Ownership-driven, proactive, and calm under operational pressure
Experience or interest in early-stage or growth-stage startups.
Maritime, shipping, or travel industry context is a nice-to-have, not a requirement
Based within a EU-friendly timezone (CET ±2 hours)
Fluency in English. Other languages are a plus.

Benefits

Comp & perks

Tackle a unique industry challenge with global impact
Be part of an international, mission-oriented, supportive and fun team
Do your best work, with leading-edge AI tools for all team members
Benefit from support and budget for your learning and development