About the role

As an Technical Support Specialist, you play a central role in setting up and maintaining our platform. In this role, you will be responsible for helping users and customers resolve technical issues, guiding them through product usage, and making sure incidents are handled clearly, calmly, and effectively.
You act as an important link between customers, internal users, and engineering. You know how to investigate problems, separate user error from system faults, document findings clearly, and escalate when needed. You care about service, but you also think structurally and look for ways to prevent recurring issues and automate repetitive work.

Your mission

Implementing new customers, carriers and integrations
Automating support processes
Managing incidents and recurring issues between product and engineering
Be the voice of quality during product refinements

Your profile

We are looking for someone who is service-minded, technically curious, and structured in their way of working. You do not stop at “it doesn’t work,” but want to understand why it does not work.

Proficiency in Dutch or English (both spoken and written)
Strong abstract and process-oriented thinking with analytical skills
Attention to detail
Knowledge of modern Software-as-a-Service solutions
Basic knowledge of logistics processes
Basic knowledge of software applications
Customer-oriented mindset
Thrives in a team environment

Additional Skills (a plus):

Knowledge of API architecture
Basic SQL querying
Automation tooling (Power Automate, Logic apps, n8n )
Experience in software Testing and QA
Familiarity with Postman

Why us?

Flat hierarchies and the opportunity to help shape structures and processes
Flexible working hours and the opportunity to work remotely
A beautiful office in Rotterdam
Opportunity to travel and work in other Shipcloud offices
Market-based salary and various benefits
Regular events

Your contact person

Rob Lenstra
Hiring manager

Technical Support Specialist (m/f/d)

Job Description