Systems Support Specialist

Overview

Our client, a major software company serving the last-mile logistics sector, is looking for a Systems Support Specialist. The role focuses on priority technical assistance, escalation handling, proactive account care, and delivering strong customer success outcomes.

This opportunity suits someone who enjoys technology, troubleshooting, and helping customers get the most from software products. You will be the main support contact for customers, guiding the premium support experience from first-line issue handling to strategic account reviews. The position requires close collaboration with multiple teams to resolve issues accurately and efficiently in a fast-moving environment.

Responsibilities

• Serve as the main technical support contact for customers and provide assistance through phone, Slack, and the helpdesk portal.
• Triage, organise, and prioritise support cases to meet demanding response and resolution targets.
• Monitor platform health proactively and help coordinate incident resolution.
• Spot problems that need engineering input or custom development and escalate them appropriately.
• Keep detailed records of customer conversations, support cases, and change-management updates.
• Assist with onboarding new customers and setting up configurations.
• Support platform migration activities by working with engineering teams.
• Handle new and existing integrations, including non-code setup and configuration.
• Troubleshoot advanced platform issues and perform in-depth system analysis.
• Manage user access, notification settings, and scheduled reporting.

Requirements

• Bachelor’s degree or equivalent practical experience.
• At least 3 years of experience in technical or software support, ideally within a SaaS environment.
• At least 2 years of experience in a customer-facing technical role, preferably with strategic or high-value accounts.
• Hands-on experience with ticketing systems such as JIRA and Salesforce, API tools like Postman, and collaboration tools such as Slack and Confluence.
• Preferred exposure to SQL queries, EDI setup, and troubleshooting system integrations.
• Strong grasp of SLAs, ticket workflows, and customer health reporting.
• Ability to manage customer expectations professionally while still advocating for their success.
• Excellent troubleshooting skills with a strong sense of ownership and urgency.
• Well-developed organisation skills, strong attention to detail, and the ability to juggle multiple priorities.
• Clear written and verbal communication skills.
• Experience in last-mile logistics or supply chain technology will be an advantage.

Additional Information

This position is based onsite in Montego Bay, Saint James, Jamaica and is a full-time role.

Benefits include group health and life coverage, two weeks of paid vacation, and after-hours transportation.

By submitting an application, the applicant agrees that Adlinc may collect, process, use, and retain personal information for recruitment purposes and, if hired, for the employment relationship. All information will be treated confidentially and handled in line with applicable privacy laws.