Provide direct support to ships and end customers, handling incidents with professionalism and ensuring timely resolution.
Act as a mentor and guide to reseller/partner support teams.
Maintain up-to-date knowledge of product improvements, bug fixes, and new features; report feedback internally.
Contribute to knowledge base content for customers and resellers.
Collaborate with other departments to ensure excellent service delivery.
Assist with operational and user acceptance testing as needed.
Identify and report incident trends to improve the customer experience.
Respond to network alerts for first-line network administration, escalating complex issues.
Support presales activities and customer onboarding.
Share knowledge across global teams to ensure seamless handovers.

Minimum 2 years’ experience in a customer-facing support role, ideally with bespoke IT systems/software.
Excellent communication skills; able to adapt style for different audiences.
Strong initiative with ability to prioritise work effectively.
Positive, proactive approach to customer service.
Team player with a flexible, adaptable attitude.

Technical Requirements

Desirable Qualifications/Experience

Technical Support – GTM

Key skills