Technical Support Specialist

At Helm Operations, we make software that powers the world’s maritime industry, from tugboats, ferries, to coastal barges. Our SaaS platform, Helm CONNECT, is the fastest-growing software used by some of the biggest names in shipping and harbor services worldwide

But world-class maritime software doesn’t happen by accident. It takes more than bold developers and precise QA, it takes customer champions who care deeply about every user interaction. That’s where you come in.

We’re looking for a Technical Support Specialist (TSS) to deliver world-class product support for Helm CONNECT users across the globe. If you thrive in a digital-first environment, enjoy solving complex problems, and know how to translate technical details into clear, approachable answers, you’ll fit right in.

Your Mission

As a TSS, you’ll be the frontline voice of Helm. You’ll help customers navigate technical challenges, discover product solutions, and feel confident that they’re in good hands. You’ll capture feedback, escalate issues when needed, and make sure our users always feel supported.

This isn’t just answering tickets, it’s about building relationships, solving real-world problems, and making sure our customers succeed.

This is a remote role based in the Philippines; however, you must be comfortable with at least 4 hours of overlap with our core working hours in British Columbia (PST/PDT). Our collaboration-heavy environment means regular synchronous communication with teams in Canada. Flexibility to align your schedule for team meetings during BC business hours is essential.

You Will

Provide outstanding product support for customers and partners worldwide.

Diagnose, prioritize, and resolve reported issues with a mix of technical skill and empathy.

Record and track every customer interaction with clarity and precision.

Capture feature requests and product gaps, ensuring details are documented for development.

Respond to customer requests according to service-level agreements (SLAs).

Identify additional training or product needs and share insights with your manager.

Collaborate cross-functionally with QA, Product, and Development to close the loop.

Represent The Helm Way in every interaction: clear, reliable, and approachable.

You Bring

Diploma, degree, or technical certification in a related field (or equivalent experience).

2+ years in customer support (technical support or call center environment preferred).

Excellent verbal and written communication in English (Spanish or Portuguese is a bonus).

Strong troubleshooting and problem-solving skills.

Ability to remain composed, professional, and courteous in challenging situations.

Proficiency with MS Office Suite; experience with Zendesk, Jira, and Confluence is a plus.

Willingness to work varied shifts, including on-call rotations for 24/7 coverage.

A self-motivated team player with a positive attitude and strong work ethic.

Curiosity to learn technical skills (QA, programming, automation knowledge a plus).

What Success Looks Like

Customers consistently describe their experience with you as clear, fast, and supportive.

You achieve or exceed SLA response times and support KPIs.

You quickly gain expertise in Helm CONNECT and use it to resolve issues effectively.

You surface valuable product insights that influence future releases.

You balance independence with collaboration, knowing when to own it and when to call on the crew.

Why You’ll Love Working at Helm

We’re more than a software company, We’re a crew. At Helm, you’ll join a team that’s scaling globally but staying true to its small-company roots: collaborative, resourceful, and committed to impact.

Together We Win – We row in the same direction, supporting each other and our customers.

Own It – No passengers here. We take responsibility and drive solutions.

Care Deeply – About our customers, our work, and each other.

Enjoy the Ride – We laugh, celebrate, and make space for fun every day.

Perks & Benefits

Fully remote role based in the Philippines

Flexible shifts (with on-call rotations)

Competitive salary and benefits

Learning & development opportunities (grow with us)

A diverse, global, and supportive culture that values your authentic self

Worker Type:

Regular

Number of Openings Available:

1

Salary: $10,000 USD

*Salary is subject to your relevant skills, experience, and capabilities as well as your location*

*Research has shown that women & under-represented minorities read lists of requirements and consider themselves unqualified if they don’t meet every single one. This list represents what we are ideally looking for, but we encourage you to apply even if you don't meet everything 100%. Everyone has unique strengths & weaknesses, and we hire for strengths and potential. *

Helm is proudly an Equal Opportunity Employer where everyone is welcome. Everyone brings a different personal story and perspective, and this diverse mix of minds, backgrounds, and experiences is where our greatest ideas come from. We welcome people of all races, ethnicities, ages, religions, abilities, genders, and sexual orientations to make us an even more vibrant company. We want everyone to bring their authentic selves here, to share our values, shape our vision, drive innovation, and become part of a culture we celebrate every day.

While we thank all candidates who apply, we will be reaching out to candidates who meet the hiring manager’s requirements on their resume.

Job Type: Full-time

Pay: Php571,000.00 - Php589,687.00 per year

Experience:

• Technical support : 2 years (Preferred)

Language:

• English (Preferred)

Work Location: Remote