Customs Product Support Specialist
WiseTech Global
Job Overview
Who's the hiring manager?
Sign up to PitchMeAI to discover the hiring manager's details for this job. We will also write them an intro email for you.
Job Description
About the Role
As a Customs Product Support Specialist within our EMEA team, you will play a key role in managing customer incidents related to Customs, 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 Customs Product Support Specialist will provide technical customer support with regards to EU customs, whilst 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
- Customs knowledge (Import/Export) Essential
- Level 2/3 Product Support experience.
- Strong troubleshooting skills; SQL, JSON, Python desirable.
- Experience in incident investigation and triage.
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.
Key skills/competency
- Customs Regulations
- Product Support
- Incident Management
- Troubleshooting
- SQL
- JSON
- Python
- Customer Service
- Logistics Software
- Technical Support
How to Get Hired at WiseTech Global
- Research WiseTech Global's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Tailor your resume for customs expertise: Highlight specific experience with import/export regulations, logistics software, and Level 2/3 product support.
- Showcase your language skills: Emphasize your mandatory Portuguese and English proficiency, particularly for technical support contexts.
- Prepare for technical interviews: Be ready to discuss troubleshooting methodologies, SQL, JSON, and Python applications in support scenarios.
- Demonstrate problem-solving abilities: Prepare examples of how you've resolved complex technical incidents and improved customer outcomes.
Frequently Asked Questions
Find answers to common questions about this job opportunity
Explore similar opportunities that match your background