T1 Technical Support Specialist

TL;DR

T1 Technical Support Specialist (Voyage Planning Software/Maritime Technology): Providing first-level technical support for voyage planning software and digital maritime publications, with an accent on case resolution, software accessibility, and customer communication. Focus on analyzing unfamiliar technical cases, supporting software releases, coordinating with content providers, and escalating complex issues to Tier 2 support.

Location: Manila, Philippines; hybrid work model with 24/7 shift coverage across Europe and APAC, including possible weekend support.

Company

hirify.global provides data-driven weather, voyage planning, and digital maritime solutions that help clients navigate changing environmental and operational conditions.

What you will do

• Analyze customer cases and apply appropriate troubleshooting guidelines and resolution instructions.
• Provide first-level support for voyage planning software and digital publication access through multiple channels.
• Maintain ticket records with case status, root cause, and estimated resolution times.
• Support software release rollouts and contribute to technical case documentation.
• Coordinate with third-party digital content and data suppliers to resolve issues.
• Share case insights with Product Management and Development teams and escalate complex cases to Tier 2 Support.

Requirements

• Education in a technical or maritime field, such as Computer Science or Nautical Studies.
• Customer service or product support experience, preferably with software products and international customers.
• Experience with CRM systems and Microsoft Office tools.
• Ability to work independently and collaboratively in a global team.
• Fluent English, written and spoken, is required.
• Availability for 24/7 shift work and occasional weekend support is required.

Nice to have

• Maritime experience or qualifications related to bridge operations or navigation.
• Basic knowledge of structured problem-solving methodologies.
• Additional language skills.

Culture & Benefits

• Hybrid work model in Manila.
• International development opportunities supporting professional growth.
• Collaborative environment with supportive, creative, and innovative colleagues.
• Opportunity to contribute to the effective use of AI across individual, team, and business objectives.
• Work in an international organization serving a global customer base.

Hiring process

• Applications are accepted through the provided application link; email applications and CVs are not considered.
• Suitable candidates are contacted on a rolling basis.