Technical Customer Support Specialist

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Tilla

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2021

☁️ SaaS

🚗 Transport

SaaS • Transport

Tilla is a SaaS platform that provides end-to-end crew change management and optimization for the maritime industry. It helps ship owners, managers and crewing agencies plan, collaborate, execute and analyze crew transfers with real-time port and flight data, multi-agency tendering, travel booking integrations, and automated rebooking and reporting. Tilla integrates with travel partners, crewing and fleet systems to reduce manual work, lower costs, and deliver actionable insights across crew change operations.

📋 Description

• 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

🎯 Requirements

• Experience: exposure to B2B SaaS • Experience: 2–4 years in a customer support, customer success, or technical support role, ideally somewhere with a variety of connected tools and systems • Experience: hands-on work with technical tools — ticketing platforms, basic SQL or data queries, or API-adjacent troubleshooting (you don't need to have coded, but structured data and systems shouldn't intimidate you) • Technical troubleshooting and product mastery — comfortable learning deeply about a complex SaaS product, and diagnosing issues across multiple systems • Clear, empathetic customer communication, including de-escalation under pressure • Strong ticket and workflow management against SLAs, without trading away quality • A process-improvement and automation mindset — macros, bots, self-service content • Analytical curiosity — digging into tools and data to find root causes rather than following scripts • Ability to pick up new tools quickly and use them independently (familiarity with support/ticketing, documentation, and engineering/project-tracking tool categories is a plus) • Ownership-driven, proactive, and calm under operational pressure • Experience or interest in early-stage or growth-stage startups. • Maritime, shipping, or travel industry context is a nice-to-have, not a requirement • Based within a EU-friendly timezone (CET ±2 hours) • Fluency in English. Other languages are a plus.

🏖️ Benefits

• Tackle a unique industry challenge with global impact • Be part of an international, mission-oriented, supportive and fun team • Do your best work, with leading-edge AI tools for all team members • Benefit from support and budget for your learning and development