Requirements

• 
  Act as the primary system support contact for all our customers
  providing direct access via phone, Slack, and Helpdesk portal.
• 
  Manage and prioritise incoming support requests to meet strict response and resolution SLAs.
• 
  Proactively monitor system health and coordinate resolution of incidents.
• 
  Identify and escalate issues requiring engineering or custom development.
• 
  Maintain clear documentation of all customer interactions, support requests, and change management communications.

• 
  New customer onboarding & configuration.
• 
  Platform transitions (coordinating migration efforts with engineering).
• 
  New and existing integration setup and configuration (non-code deployments).
• 
  Advanced platform troubleshooting and complex system analysis.
• 
  User and access management, system notification configurations, scheduled report setup.

• 
  BSc/BA degree or equivalent work experience.
• 
  3+ years of experience in technical/software support, preferably in a SaaS
  environment.
• 
  2+ years in a customer-facing technical role, ideally managing strategic or high-value accounts.
• 
  Strong experience with support ticketing tools (JIRA, Salesforce), API tools (Postman), and collaboration platforms (Slack, Confluence).
• 
  Familiarity with SQL queries, EDI configurations, and system integration troubleshooting is preferred.
• 
  Strong understanding of SLAs, ticket management workflows, and customer health reporting.
• 
  Demonstrated ability to manage customer expectations professionally while advocating for their success.
• 
  Exceptional problem-solving skills with a bias for action and ownership.
• 
  Strong organizational skills, attention to detail, and ability to manage multiple priorities.
• 
  Excellent written and verbal communication skills.
• 
  Experience in final mile logistics or supply chain technology is a plus.

• 
  Process-driven approach to technical systems support and ticket management.
• 
  Ability to work independently.
• 
  Proactive communicator with a strong sense of customer advocacy.
• 
  Data-driven mindset with a passion for tracking KPIs and driving continuous improvement.
• 
  Calm and resilient under pressure, particularly when managing critical incidents.
• 
  Strong interpersonal and relationship-building skills.

Benefits

• 
  Group Health and Life
• 
  Two Weeks Paid Vacation
• 
  After Hours Transportation