Technical Support Specialist (SaaS)

Location: Remote in the Philippines; 08:00–17:00 Philippine time, Monday to Friday, with participation in the on-call rotation.

Company

hirify.global develops maritime operations and business intelligence software, including the Helm CONNECT platform used by more than 400 companies globally.

What you will do

• Provide product support to customers and business partners worldwide through tickets, email, and live phone.
• Analyse, prioritise, and resolve technical issues within SLA requirements.
• Answer after-hours calls and voicemails within the 30-minute first-response target and participate in the on-call rotation.
• Investigate issues thoroughly, reproduce and document bugs and feature requests, and escalate when appropriate.
• Own the night-shift queue and provide a written handover to the incoming LATAM shift.
• Create knowledge base articles, macros, and reproduction notes, and identify additional product or service opportunities.

Requirements

• Prior technical support experience in a software or SaaS environment, ideally involving complex, multi-step investigations rather than scripted tier-1 work.
• Exceptional written and spoken English for direct communication with European, Middle Eastern, and Australasian customers by phone.
• Strong troubleshooting discipline: reproduce, isolate, verify, and document issues.
• Sound judgement about when to escalate and comfort working shifts without on-shift backup and with limited manager overlap.
• Ability to work 08:00–17:00 Philippine time, Monday to Friday, and participate in the on-call rotation.
• Daily use of AI tooling for ticket triage, case-history summarisation, first-pass response drafting, and knowledge-base search, with accountability for verifying all output before it reaches customers.
• Complex troubleshooting, judgement in customer environments, escalation decisions, live calls, and customer relationships must remain human-owned.

Nice to have

• Maritime, logistics, or operations domain knowledge.

Culture & Benefits

• Remote work from the Philippines with a fixed Philippine-time schedule.
• International customer and partner base across Europe, the Middle East, Australasia, and other regions.
• Work in a product-focused environment developing software for the maritime industry.
• Participation in a structured night-shift handover and on-call rotation.