Full-Time Sr. Technical Support Specialist

About PenbrothersPenbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the ClientOur client delivers purpose-built software to help our client with cybersecurity, data exchange, collaboration, and internet management, bringing ship and shore closer. Their services run on more than 5000 ships. It is in their DNA to continuously challenge the boundaries of technology, and from our client’s dedicated in-house research and development environment, our client creates solutions to improve our client’s business.

About the RoleAs a Lead/Senior Technical Support Specialist, you will play a pivotal role in driving technical excellence within the team. Your primary responsibilities will include solving complex technical challenges, mentoring team members, and leading initiatives to enhance the quality of our support services. You will also act as a key liaison between customers and internal stakeholders to ensure customer success and satisfaction. You will be part of a highly skilled and dynamic team, operating globally from Norway, Singapore, and other locations, offering the opportunity for international collaboration and exposure to diverse technical challenges. This role is critical in shaping the future of our support services, ensuring innovation, and maintaining our reputation for delivering exceptional support to customers both on ships and onshore.

What you’ll do

• Serve as a subject matter expert and escalation point for complex technical issues related to Dualog’s software and services.
• Lead and mentor junior and mid-level support engineers, fostering a culture of continuous learning and improvement, while shaping the team’s direction and driving technical excellence within the organization.
• Provide technical support through advanced troubleshooting and problem resolution.
• Design and implement best practices for support workflows, technical documentation, and knowledge sharing within the team.
• Act as the last line of support before escalating to developers.
• Collaborate with internal teams, including developers and product managers, to address recurring issues and enhance product reliability.
• Drive technical projects and special initiatives to improve service delivery and customer satisfaction.
• Actively contribute to the team’s mission of delivering Customer Success by ensuring the highest level of service quality.

What You Bring

• Proven track record in a senior technical support role or similar, with at least 3 - 5 years of experience in IT, networking, or software support.
• Experience and knowledge with networking concerns (firewalls, SMTP, etc.), Database (Oracle SQL, etc.)
• Experienced in supporting level 1 and 2 concerns.
• Strong oral and written communication skills in English.
• Strong organizational and project management skills, with experience leading initiatives or cross-functional projects.
• Exceptional analytical and problem-solving skills, with the ability to resolve complex technical challenges efficiently.
• Excellent decision-making and leadership skills, with the ability to work both independently and collaboratively.
• Passion for technology and innovation, with a customer-centric approach to problem-solving.

Desirable Skills

• Bachelor’s or Master’s degree in a relevant field of IT or Engineering, or equivalent practical experience.
• Extensive experience with maritime satellite communication and the shipping industry.
• Demonstrated success in mentoring and developing technical teams.
• Familiarity with DevOps practices, cloud platforms, and IT service management tools.

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