AIS Tech Support Agent

Location: Remote; Vietnam or Manila, Philippines

Company

Builds products using AIS vessel data to improve visibility into maritime activity and support safer navigation.

What you will do

• Provide technical support to AIS station owners primarily by email, with phone and chat support when needed.
• Troubleshoot connectivity, equipment, and networking issues, escalating complex cases internally.
• Monitor AIS Network health with observability tools and alerting mechanisms, proactively contacting contributors about potential outages.
• Maintain station owner records and related data integrity, while handling operational logistics.
• Support the AIS community by answering questions about vessel photography, uploads, and community content.
• Moderate discussions and user-generated content, resolve community conflicts, and suggest improvements.

Requirements

• At least 2 years of experience in technical support, preferably in a SaaS or software environment.
• Excellent written and spoken English, with the ability to explain technical information to technical and non-technical audiences.
• Experience or exposure to AIS, radio systems, or related technologies.
• Familiarity with Linux and Windows operating systems.
• Hands-on technical troubleshooting experience and a structured problem-solving approach.
• Good understanding of networking fundamentals, including TCP/IP, firewalls, and connectivity.

Nice to have

• Basic photography knowledge.
• Experience with Intercom and Salesforce.

Culture & Benefits

• Remote full-time work supporting a global AIS community.
• Emphasis on decisive action, ownership, and following problems through to resolution.
• Collaborative approach to building creative solutions for market challenges.
• Friendly, accessible, and supportive communication with colleagues, clients, and community members.
• Commitment to a fair, inclusive, and diverse work environment.