Technical Support Specialist

Location: Philippines - Remote

Job Summary

The Technical Support Specialist (TSS) at Helm Operations delivers world-class product support for maritime operators worldwide and for internal stakeholders. This role covers our night shift - 17:00-02:00 Pacific Time, which is 08:00-17:00 Philippine time - working remotely in the Philippines through our employer of record. It is one of two seats on that shift and it is Helm's only live coverage of European and Middle Eastern morning business hours and of APAC, so it carries real autonomy: you are frequently the only Helm support agent online, and you hand the queue over to our LATAM shift at the end of every night.

We are looking for an experienced problem-solver who thrives in a digital environment, is driven to solve complex problems, and can turn technical detail into clear, understandable answers. The role requires genuine care for customers, strong technical troubleshooting ability, and exceptional written and spoken English - much of it with customers for whom English is a second language. The successful TSS will be organised, a strong team contributor, eager to learn, and comfortable exercising judgement without immediate backup.

KEY RESPONSIBILITIES

WHAT WE ARE LOOKING FOR

• Prior technical support experience in a software or SaaS environment, ideally with complex, multi-step investigations rather than scripted tier-1 work.
• Exceptional English, written and spoken - this role speaks directly to European, Middle Eastern and Australasian customers by phone.
• Strong troubleshooting discipline: reproduce, isolate, verify, document.
• Sound judgement about when to escalate, and comfort working a shift with no on-shift backup and limited manager overlap.
• Ability to work 08:00-17:00 Philippine time, Monday to Friday, with participation in the on-call rotation.
• Maritime, logistics or operations domain knowledge is an asset, not a requirement.

WORKING WITH AI

This role uses AI tooling daily - for ticket triage, summarising long case histories, drafting first-pass responses and searching our knowledge base. Because the shift runs without on-shift backup, fluency with these tools materially shortens time-to-answer. We expect that fluency and, equally, accountability for verifying output: AI-assisted drafting is expected, unchecked AI output reaching a customer is not. Complex troubleshooting, judgement in customer environments, escalation decisions, live calls and the customer relationship remain human-owned.

Worker Type

Regular

Number of Openings Available

1