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

• Develop and maintain back-office tooling supporting business migrations, specifically for Grants and Experts domains.
• Deliver monitoring, testing and scripting tools to improve platform stability and operational efficiency.
• Support business developers in implementing Compass Corporate components within their processes.
• Produce and maintain up-to-date technical documentation.
• Provide 3rd-level technical support and investigate complex technical issues.
• Implement automation, performance optimization and technical remediation activities.

Horizontal Activities, Tooling, Documentation and Support Architect

• Deliver technical consulting to customers and partners to support successful onboarding, configuration, and usage of our solutions.
• Provide ongoing technical support services, troubleshooting issues, and ensuring timely resolution.
• Work with ticketing system, monitor and respond to alerts, manage escalations and communication with other technical and sales teams.
• Assist PreSales TechOps and other technical teams on architecture, deployment and best practices.

Support Engineer jobs in Europe

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Technical Customer Support Specialist

Horizontal Activities, Tooling, Documentation and Support Architect

Support Engineer – Web Hosting