About the Role

As a Product Support Specialist within our EMEA team, you will play a key role in managing customer incidents, delivering high quality support, and helping to maintain and enhance the stability of our products, particularly across the customs and logistics ecosystem.

This position supports our continued investment in strengthening product support following the integration of our Portuguese acquisition, Singeste. In this role, a skilled Portuguese speaking Product Support Specialist will provide technical customer support while working closely with our Product, Development, and Global Product Support teams to ensure fast, accurate issue resolution and outstanding customer outcomes.

About WiseTech Global

WiseTech Global is transforming the world of logistics through innovative technology. Our software powers complex supply chains across the globe, enabling logistics companies to operate more efficiently and with greater visibility.

Joining WiseTech means working with industry‑leading experts and contributing to products that have a real‑world impact.

Key Responsibilities

Product Support & Incident Management

  • Triage, investigate, and resolve Level 2/3 incidents across various modules.
  • Document investigation steps, findings, and resolutions accurately.
  • Manage critical outages, escalations, and major incidents.
  • Provide timely communication to stakeholders.
  • Answer and manage global inbound support calls.

Customer & Stakeholder Engagement

  • Build and maintain strong customer relationships.
  • Handle customer escalations professionally.

Knowledge & Process Improvement

  • Create support content, including knowledge base articles and how‑to guides.
  • Collaborate cross‑functionally with Product and Development teams.
  • Participate actively in team stand‑ups and continuous improvement.

Required Skills & Experience

Language Requirements

  • Portuguese & English mandatory

Technical & Functional Skills

  • Level 2/3 Product Support experience.
  • Strong troubleshooting skills; SQL, JSON, Python desirable.
  • Experience in incident investigation and triage.
  • Logistics or customs experience preferred.

Soft Skills

  • Excellent communication and documentation abilities.
  • Strong collaboration mindset.
  • Commitment to continuous learning.

Location

This role is based in our Madrid office and reports into the Spanish Product Support Team Lead.

Before you Apply

From time to time, WiseTech Global may use an external service provider to assess applications 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.

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À propos de nous

Nous sommes unis dans notre mission de créer des produits révolutionnaires qui permettent et renforcent les chaînes logistiques du monde entier.

 

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