Product Support Specialist

WiseTech Global is a top 5 Australian tech 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’re hiring Global Product & Functional Support Specialists in our Pasig, Manila office. You’ll be supporting users of CargoWise both technically (product support) and operationally (functional support) – particularly across Finance, International Logistics, and Customs modules.

What We’re Looking For:

• Experience in software product support (required)
• Strong understanding of finance, internatinational logistics, or customs processes (ideal)
• Hands-on experience with CargoWise is a strong advantage
• Familiarity with ITIL frameworks is a plus
• Excellent troubleshooting and communication skills
• A root cause mindset – you solve problems at the source, not just the surface
• A content-first approach – you create clear, structured documentation and scalable solutions

What You'll do:

• Provide technical support (L2/L3) – troubleshoot bugs, escalate issues, resolve system errors
• Deliver functional support – help users understand and configure CargoWise modules (Finance, International logistics Customs)
• Manage customer escalations, internal incidents, and critical outages
• Work across teams (Development & Product) to resolve major incidents and infrastructure problems

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.