Technical Support Specialist

BlueRock TMS is a global SaaS company specializing in transportation management solutions, dedicated to delivering top-tier customer experiences and innovative solutions. With operations across three continents and six offices, we are growing rapidly and committed to building a strong, scalable, and people-centric organization.

The Support Specialist 2nd Level will handle more complex technical issues and provide advanced support to our customers. This role requires a deeper understanding of IT infrastructure, strong problem-solving skills, and the ability to collaborate with both the 1st level support and DevOps teams. The Support Specialist 2nd Level will work closely with the Director of Global Support & Customer Success to ensure seamless customer service and efficient resolution of technical issues.

• Respond to escalated customer inquiries from the 1st level support team.

• Provide advanced troubleshooting and diagnosis of technical issues.

• Guide customers through complex problem-solving processes and ensure satisfactory resolution of their issues.

• Educate customers on advanced product features and functionalities.

Respond to escalated customer inquiries from the 1st level support team.

Provide advanced troubleshooting and diagnosis of technical issues.

Guide customers through complex problem-solving processes and ensure satisfactory resolution of their issues.

Educate customers on advanced product features and functionalities.

• Develop a thorough understanding of BlueRock TMS products, services, and IT infrastructure (AWS and cloud-prem).

• Perform in-depth analysis of technical issues and identify root causes.

• Execute complex adjustments for customers, such as advanced JSON configurations and business rules implementation.

• Collaborate with the DevOps team (3rd level support) for issues that require further technical expertise.

Develop a thorough understanding of BlueRock TMS products, services, and IT infrastructure (AWS and cloud-prem).

Perform in-depth analysis of technical issues and identify root causes.

Execute complex adjustments for customers, such as advanced JSON configurations and business rules implementation.

Collaborate with the DevOps team (3rd level support) for issues that require further technical expertise.

• Monitor platform performance and proactively identify and resolve potential issues.

• Manage communication during outages, availability issues, and performance drops, coordinating with DevOps and other relevant teams.

• Facilitate communication, testing, and education for new releases and updates.

Monitor platform performance and proactively identify and resolve potential issues.

Manage communication during outages, availability issues, and performance drops, coordinating with DevOps and other relevant teams.

Facilitate communication, testing, and education for new releases and updates.

• Participate in ongoing training and development to maintain and enhance technical and customer service skills.

• Provide feedback to the Director of Global Support & Customer Success on recurring customer issues and potential areas for improvement in support processes.

• Contribute to the development of support documentation, FAQs, and other resources.

Participate in ongoing training and development to maintain and enhance technical and customer service skills.

Provide feedback to the Director of Global Support & Customer Success on recurring customer issues and potential areas for improvement in support processes.

Contribute to the development of support documentation, FAQs, and other resources.

• Customer Satisfaction for ticket resolution

• SLA compliance, including Time to Respond and Time to Resolve

• Autonomous Ticket Resolution Rate

Customer Satisfaction for ticket resolution

SLA compliance, including Time to Respond and Time to Resolve

Autonomous Ticket Resolution Rate

• Bachelor's degree in Computer Science, Information Technology, or a related field.

• 3+ years of experience in a technical support or IT role.

• Strong knowledge of AWS and cloud-prem IT infrastructure.

• Proficiency in JSON configurations and business rules management.

• Excellent written and verbal communication skills in English; Italian language skills highly desirable; additional languages are a plus.

• Ability to handle stressful situations and manage customer expectations effectively.

• Familiarity with the logistics sector is a plus.

Bachelor's degree in Computer Science, Information Technology, or a related field.

3+ years of experience in a technical support or IT role.

Strong knowledge of AWS and cloud-prem IT infrastructure.

Proficiency in JSON configurations and business rules management.

Excellent written and verbal communication skills in English; Italian language skills highly desirable; additional languages are a plus.

Ability to handle stressful situations and manage customer expectations effectively.

Familiarity with the logistics sector is a plus.

• Strong problem-solving and analytical skills.

• High level of technical expertise and customer-centric mindset.

• Ability to work independently and as part of a team.

• Excellent organizational and time management skills.

• Familiarity with support tools and systems, such as ticketing and monitoring tools.

Strong problem-solving and analytical skills.

High level of technical expertise and customer-centric mindset.

Ability to work independently and as part of a team.

Excellent organizational and time management skills.

Familiarity with support tools and systems, such as ticketing and monitoring tools.

• A dynamic, global work environment in a fast-growing SaaS company.

• The opportunity to help shape and build the Global Support Department.

• A competitive salary and benefits package.

• Flexibility in working arrangements.

A dynamic, global work environment in a fast-growing SaaS company.

The opportunity to help shape and build the Global Support Department.

A competitive salary and benefits package.

Flexibility in working arrangements.

Hit Apply button, now you are officially in our talent pool. 

If we see our potential match for relevant roles, we will invite you to  a 30 minute video call in the Introduction Interview

Create a win-win: learn more about each other from multiple interviews

Receive our job offer and prepare for your exciting journey with BlueRock TMS!

BlueRock TMS is an equal opportunities employer. We take pride in our diverse workforce and inclusive workplace. Within a small team of open-minded talents, we ensure an attractive learning environment that you are looking for!