Systems Support Specialist

Our client, a leading software provider in the last-mile logistics space, is seeking a Systems Support Specialist to provide specialised technical support, manage escalations, deliver proactive account management, and drive measurable customer success outcomes.

Role Overview

This role is perfect for individuals with a passion for technology, problem-solving, and customer success. You will serve as the primary systems support contact for all our customers, overseeing the premium support relationship from front-line troubleshooting through strategic account reviews. You will work cross-functionally with different teams, ensuring that issues are resolved with care and precision. If you thrive in a fast-paced environment and enjoy helping customers navigate software solutions, we want to hear from you!

Key Responsibilities

• Act as the primary system support contact for all our customers providing direct access via phone, Slack, and Helpdesk portal.
• Manage and prioritise incoming support requests to meet strict response and resolution SLAs.
• Proactively monitor system health and coordinate resolution of incidents.
• Identify and escalate issues requiring engineering or custom development.
• Maintain clear documentation of all customer interactions, support requests, and change management communications.

• New customer onboarding & configuration.
• Platform transitions (coordinating migration efforts with engineering).
• New and existing integration setup and configuration (non-code deployments).
• Advanced platform troubleshooting and complex system analysis.
• User and access management, system notification configurations, scheduled report setup.

Requirements

Required Qualifications

• BSc/BA degree or equivalent work experience.
• 3+ years of experience in technical/software support, preferably in a SaaS environment.
• 2+ years in a customer-facing technical role, ideally managing strategic or high-value accounts.
• Strong experience with support ticketing tools (JIRA, Salesforce), API tools (Postman), and collaboration platforms (Slack, Confluence).
• Familiarity with SQL queries, EDI configurations, and system integration troubleshooting is preferred.
• Strong understanding of SLAs, ticket management workflows, and customer health reporting.
• Demonstrated ability to manage customer expectations professionally while advocating for their success.
• Exceptional problem-solving skills with a bias for action and ownership.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities.
• Excellent written and verbal communication skills.
• Experience in final mile logistics or supply chain technology is a plus.

Preferred Qualifications

• Experience in courier, transportation, or logistics operations.
• Prior experience supporting or working alongside dispatch teams.
• Experience working with North American clients or service environments.
• Exposure to shift-based or real-time operations.

Key Competencies

• Hands-on leadership
• Accountability and reliability
• Clear and professional communication
• Customer-first mindset
• Adaptability and resilience
• Team collaboration
• Strong follow-through

Benefits

• Two weeks paid vacation
• After-hours transportation
• Group health and life insurance