Product Support Specialist - Logistics Software

WiseTech Global is a top tech Australian company and a driving force in the logistics industry. Our flagship product, CargoWise, is a testament to our commitment to innovation. With a mission to enhance the efficiency of global supply chains, we offer a comprehensive platform that integrates all aspects of logistics from origin to destination

We are seeking dedicated Global Product Support Specialists to provide L2/L3 technical support for CargoWise, manage infrastructure requirements, and handle internal outages. This role is based in our Pasig Manila office in the Philippines and offers a hybrid work model.

About You

• Product Support experience in software management required. ITIL knowledge is a bonus.
• Proven experience in incident investigation and resolution.
• Skilled in monitoring and managing critical outages and major incidents.
• Strong commitment to continuous learning and process improvement.
• Excellent communication and collaboration abilities.
• Willingness to address critical outages, including outside regular working hours
• Experience with CargoWise One or in the logistics sector (particularly Customs) is advantageous but not required.

Key Responsibilities:

• Incident Investigation, escalation, and resolution.
• Customer Incident Escalations
• Major Incident Management
• L2 and L3 Level Support

About the Team

The position is part of our Global Product Support (GPS) team, providing an excellent opportunity to explore all aspects of CargoWise One's functionalities. The team goes beyond just supporting CargoWise One, it also encompasses infrastructure requirements and managing major outages within WTG. Team collaboration is crucial to the team's success, with a commitment to open communication 24/7.

Benefits

We heavily invest in our people, placing them at the core of our business. Our benefits include:

• Competitive remuneration package.
• Flexible work arrangements with a hybrid setup.
• You will be given the best hardware – machines with i9 Cores and 64GB of ram
• Development opportunities – LinkedIn learning, PluralSight, and Coursera subscriptions, mentorship.
• Healthcare/HMO (Employee/Dependent).
• Employee assistance program – 24/7 resources, support, and information.

Before you Apply

From time to time, WiseTech Global may use external service providers to assist us with assessing applications, including background checks, on our behalf. Accordingly, by applying for this role and providing your personal information to WiseTech Global, you consent to WiseTech Global providing this information to our external service providers who are required to treat such information with strict confidentiality in line with privacy and data protection laws and regulations.