**About BlueRock TMS**:
BlueRock TMS is a global SaaS company specializing in transportation management solutions, dedicated to delivering top-tier customer experiences and innovative solutions. With operations across **three continents and six offices**, we are growing rapidly and committed to building a strong, scalable, and people-centric organization. **Role Overview**:
The **Support Specialist 2nd Level** will handle more complex technical issues and provide advanced support to our customers. This role requires a deeper understanding of IT infrastructure, strong problem-solving skills, and the ability to collaborate with both the 1st level support and DevOps teams. The Support Specialist 2nd Level will work closely with the Director of Global Support & Customer Success to ensure seamless customer service and efficient resolution of technical issues. **Key Responsibilities**:
**Advanced Customer Support**: - Respond to escalated customer inquiries from the 1st level support team.
- Provide advanced troubleshooting and diagnosis of technical issues.
- Guide customers through complex problem-solving processes and ensure satisfactory resolution of their issues.
- Educate customers on advanced product features and functionalities. **Technical Problem Solving and Troubleshooting**: - Develop a thorough understanding of BlueRock TMS products, services, and IT infrastructure (AWS and cloud-prem).
- Perform in-depth analysis of technical issues and identify root causes.
- Execute complex adjustments for customers, such as advanced JSON configurations and business rules implementation.




- Collaborate with the DevOps team (3rd level support) for issues that require further technical expertise. **Platform Monitoring and Communication**: - Monitor platform performance and proactively identify and resolve potential issues.
- Manage communication during outages, availability issues, and performance drops, coordinating with DevOps and other relevant teams.
- Facilitate communication, testing, and education for new releases and updates. **Continuous Improvement**: - Participate in ongoing training and development to maintain and enhance technical and customer service skills.
- Provide feedback to the Director of Global Support & Customer Success on recurring customer issues and potential areas for improvement in support processes.
- Contribute to the development of support documentation, FAQs, and other resources. **Success Metrics**: - Customer Satisfaction for ticket resolution
- SLA compliance, including Time to Respond and Time to Resolve
- Autonomous Ticket Resolution Rate **Qualifications**: - Bachelor's degree in Computer Science, Information Technology, or a related field.
- 3+ years of experience in a technical support or IT role.




- Strong knowledge of AWS and cloud-prem IT infrastructure.
- Proficiency in JSON configurations and business rules management.
- Excellent written and verbal communication skills in English; Italian language skills highly desirable; additional languages are a plus.
- Ability to handle stressful situations and manage customer expectations effectively.
- Familiarity with the logistics sector is a plus. **Skills and Competencies**: - Strong problem-solving and analytical skills.
- High level of technical expertise and customer-centric mindset.
- Ability to work independently and as part of a team.
- Excellent organizational and time management skills.
- Familiarity with support tools and systems, such as ticketing and monitoring tools. **What We Offer**: - A dynamic, global work environment in a fast-growing SaaS company.
- The opportunity to help shape and build the Global Support Department.
- A competitive salary and benefits package.
- Flexibility in working arrangements. **Hiring process**:
- If we see our potential match for relevant roles, we will invite you to a 30 minute video call in the Introduction Interview
- Create a win-win: learn more about each other from multiple interviews
- Receive our job offer and prepare for your exciting journey with BlueRock TMS!
- BlueRock TMS is an equal opportunities employer. We take pride in our diverse workforce and inclusive workplace. Within a small team of open-minded talents, we ensure an attractive learning environment that you are looking for!_

📌 Support Specialist 2nd Level (Milano)
🏢 BlueRock TMS
📍 Milano