Technical Support - GTM

Aspire Software is looking for an AI Automation & Agent Builder to join our team in Lebanon.

Here is a little window into our company: Aspire Software operates and manages wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio.

Role Overview

We’re looking for a technically strong individual with natural communication skills to join our UK team. This person will provide direct support to ships and end customers, mentor global reseller/partner support teams, and ensure excellence in service delivery as a bridge between technical teams and customers.

Key Responsibilities

• Provide direct support to ships and end customers, handling incidents with professionalism and ensuring timely resolution.
• Act as a mentor and guide to reseller/partner support teams.
• Maintain up-to-date knowledge of product improvements, bug fixes, and new features; report feedback internally.
• Contribute to knowledge base content for customers and resellers.
• Collaborate with other departments to ensure excellent service delivery.
• Assist with operational and user acceptance testing as needed.
• Identify and report incident trends to improve the customer experience.
• Respond to network alerts for first-line network administration, escalating complex issues.
• Support presales activities and customer onboarding.
• Share knowledge across global teams to ensure seamless handovers.

Requirements

• Minimum 2 years’ experience in a customer-facing support role, ideally with bespoke IT systems/software.
• Excellent communication skills; able to adapt style for different audiences.
• Strong initiative with ability to prioritise work effectively.
• Positive, proactive approach to customer service.
• Team player with a flexible, adaptable attitude.

Technical Requirements

• Windows desktop/server experience.
• Cloud-based architecture familiarity.
• Experience with:
• Windows & Linux
• Office applications
• Networking (TCP/IP)

Desirable Qualifications/Experience

• ITIL certification.
• Networking qualifications (CCNA, CompTIA, etc.).
• Understanding of SDLC processes.
• Knowledge of satellite communications and/or the Maritime industry.
• Additional language skills a plus