Technical Support Specialist

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. Job Description: KEY RESPONSIBILITIES Provide outstanding product support to customers and business partners worldwide over ticket, email and live phone. - Analyse, prioritise and resolve reported technical issues in a timely, SLA-compliant manner. - Answer after-hours calls and voicemails within the 30-minute first-response tar