The Role
Provide primary systems support for SaaS customers across phone, Slack and helpdesk; manage and prioritize tickets to meet SLAs; monitor system health and coordinate incident resolution; onboard and configure new customers; manage integrations (non-code), access, reports, and escalations to engineering while maintaining documentation and driving customer success.
Summary Generated by Built In
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. 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!
Requirements
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.
Support key tasks including:
- 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.
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.
Skills:
- Process-driven approach to technical systems support and ticket management.
- Ability to work independently.
- Proactive communicator with a strong sense of customer advocacy.
- Data-driven mindset with a passion for tracking KPIs and driving continuous improvement.
- Calm and resilient under pressure, particularly when managing critical incidents.
- Strong interpersonal and relationship-building skills.
Benefits
- Group Health and Life
- Two Weeks Paid Vacation
- After Hours Transportation
By signing this application, the applicant consents to Adlinc collecting, processing, using and retaining his/her personal information for purposes relating to the application process and if hired, the employment relationship. Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.
Skills Required
- 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).
- Strong experience with API tools (Postman).
- Strong experience with collaboration platforms (Slack, Confluence).
- Familiarity with SQL queries.
- Familiarity with EDI configurations.
- Familiarity with system integration troubleshooting.
- 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.
- Ability to work independently and proactively communicate with stakeholders.
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Adlinc provides outsourcing solutions, aiming to create seamless partnerships and bridge gaps in business processes. They offer tailored strategies to increase efficiency, reduce costs, and scale operations, including services for various industries, customer support, order processing, and logistics.
