Job Description

Roles & Responsibilities

We re looking for a technically strong individual with natural communication skills to join our team. This person will provide direct support to ships and end customers, mentor global reseller/partner support teams, and ensure excellence in service delivery as a bridge between technical teams and customers.

Key Responsibilities

• 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.

• Windows desktop/server experience.
• Cloud-based architecture familiarity.
• Experience with:
• Windows & Linux
• Office applications
• Networking (TCP/IP)

Desired Candidate Profile

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.