> Markdown version of [/jobs/ext/1325946-technical-customer-support-specialist](https://www.wearedevelopers.com/jobs/ext/1325946-technical-customer-support-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Customer Support Specialist - **Company:** Tilla - **Location:** Eu, France (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Automation of Tests, Software as a Service, Knowledge Management, Standard Sql, Sentiment Analysis - **Published:** July 18, 2026 - **Apply:** https://fr.indeed.com/viewjob?jk=29cf7c3bfe82f2cb ## About the Role * Experience: exposure to B2B SaaS * Experience: 2-4 years in a customer support, customer success, or technical support role, ideally somewhere with a variety of connected tools and systems * Experience: hands-on work with technical tools - ticketing platforms, basic SQL or data queries, or API-adjacent troubleshooting (you don't need to have coded, but structured data and systems shouldn't intimidate you) * Technical troubleshooting and product mastery - comfortable learning deeply about a complex SaaS product, and diagnosing issues across multiple systems * Clear, empathetic customer communication, including de-escalation under pressure * Strong ticket and workflow management against SLAs, without trading away quality * A process-improvement and automation mindset - macros, bots, self-service content * Analytical curiosity - digging into tools and data to find root causes rather than following scripts * Ability to pick up new tools quickly and use them independently (familiarity with support/ticketing, documentation, and engineering/project-tracking tool categories is a plus) * Ownership-driven, proactive, and calm under operational pressure * Experience or interest in early-stage or growth-stage startups. * Maritime, shipping, or travel industry context is a nice-to-have, not a requirement * Based within a EU-friendly timezone (CET ±2 hours) * Fluency in English. Other languages are a plus. ## Description Help Tilla's Customer Support function scale with our fast-growing client base, resolving customer issues with genuine technical depth and human warmth, and turning recurring problems into automation and self-service that let us support many more clients without dropping service quality. Scale up support quality as the client base grows, by owning technical resolution end-to-end * Triage and resolve support tickets across channels, owning first-contact resolution for your ticket categories, and own critical customer tasks (assigning vessels, creating and assigning ports, creating users, and similar) * Diagnose technical issues across the product - reading logs, interpreting errors, and reproducing hard-to-replicate bugs across environments * Become a force multiplier for the team as you gain knowledge, eventually helping to onboard and train new team members as we grow Drive automation and knowledge management improvements to reduce repeat work * Support the rollout of automation - testing bots, workflows, and macros - and maintain a clean, consistent label and tagging structure * Author and maintain help-centre articles and internal runbooks from recurring ticket resolutions * Identify repeat issues and propose upstream fixes to Engineering and Product Deepen customer relationships as the function matures, pairing analysis with proactive outreach * Run ticket-theme and sentiment analysis by account to feed into user meetings * Prepare and run user calls, and run proactive outreach for key product areas * Partner with Customer Success Managers on pilot rollouts, and coordinate with CSMs and travel partners on cross-team tickets ## Related Videos - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) - [How building an industry DBMS differs from building a research one](https://www.wearedevelopers.com/videos/768-how-building-an-industry-dbms-differs-from-building-a-research-one) - [Harry Potter and the Elastic Semantic Search](https://www.wearedevelopers.com/videos/860-harry-potter-and-the-elastic-semantic-search) - [How to add test automation to your project: The good, the bad, and the ugly](https://www.wearedevelopers.com/videos/1668-how-to-add-test-automation-to-your-project-the-good-the-bad-and-the-ugly) - [SMART Test Automation - the experience of legacy transformation](https://www.wearedevelopers.com/videos/100215-smart-test-automation-the-experience-of-legacy-transformation) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [The 12 Best Jobs for Software Engineers](https://www.wearedevelopers.com/magazine/401-the-12-best-jobs-for-software-engineers) - [Find a Developer Job: 12 Best Job Sites For Developers](https://www.wearedevelopers.com/magazine/165-find-a-developer-job-12-best-job-sites-for-developers) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs)