Technical Support Specialist - Fully Remote

About the Role

Join a global leader in logistics analytics and supply chain intelligence as a Technical Support Specialist - Fully Remote. In this role, you will be the critical bridge between our client-facing teams and our engineering department, ensuring that every bug, feature request, and system defect is analyzed, prioritized, and solved with precision. This is an excellent opportunity for those looking to grow their career in a dynamic and supportive environment.

What You'll Do

• Serve as the primary intake point for bugs, defects, enhancements, and development requests.
• Assess incoming issues for severity, impact, urgency, and scope.
• Categorize and prioritize work based on business impact, client commitments, and engineering capacity.
• Recreate and/or verify end-user bug reports to ensure accuracy and clarity before they enter the dev queue.
• Break down complex requests into clear, actionable tasks or tickets with specific acceptance criteria.
• Route work to the appropriate engineering team or individual.
• Coordinate with Product and Engineering leadership to align priorities and resolve conflicts.
• Ensure high-priority and production-critical issues are escalated and addressed promptly.
• Act as the primary translator between Engineering, Product, Operations, and Client Success teams.
• Convert non-technical client feedback into technical requirements and vice versa.
• Provide transparent status updates and timelines to internal and external stakeholders.
• Maintain clean, organized backlogs in Jira or similar ticketing ecosystems.
• Track trends in defects and recurring bottlenecks to inform long-term process improvements.
• Support post-incident reviews and root-cause analysis for major system issues.

Requirements

• 1-2 years of experience in Technical Support, Application Support, or Product Operations.
• Mastery of Jira and modern ticketing systems is a must.
• Experience in Logistics or Supply Chain is a significant advantage.
• Basic coding skills (SQL, Python, or the ability to read logs) is a big plus.
• Superior ability to explain technical problems to non-technical people.
• A "detective" mindset with a passion for figuring out why things break and how to fix them.

Nice to Have

• Experience with cloud-based support tools.
• Familiarity with Agile methodologies.
• Knowledge of supply chain management software.

What We Offer

• Competitive salary based on experience.
• Fully remote work environment.
• Opportunities for professional growth and development.
• Supportive team culture.
• Flexible working hours.