Customer Support Engineer

Job Description:

Responsibilities

• Provide support for internally developed software applications and assist in troubleshooting customer system issues related to Kaleris/Navis products.
• Manage cases and communications from start to resolution and closure, collaborating with departments like Sustaining (Development), QA (Testing), and Product release.
• Verify, reproduce, and isolate application defects or faults reported by Kaleris/Navis Customers. While this role doesn't involve development, the ability to debug software applications and analyze code for potential issues is a valuable skill.
• Reproduce software defects in a lab environment using customer datasets or remote connections to the customer's test environment.
• Address customer "question" cases, often requiring in-depth investigation to provide answers using reference materials such as product manuals, case management tools, Confluence, product release notes, and other Kaleris/Navis resources.
• Perform on-site customer-facing tasks, including software or hardware upgrades, resolving critical defects that couldn't be reproduced off-site, and testing Kaleris/Navis product integrations with third-party systems.
• Participate in software implementations and upgrades at customer facilities as necessary.
• Be part of a global 24x7 on-call duty roster to manage and address critical (P1) issues.
• Engage in account management activities for assigned accounts, including conducting regular conference calls and case reviews.

Requirements

• An Engineering degree (BE/BTech) in Computer Science.
• 2-5 years of Technical Support or Product Support (Application Support) experience, including at least 1 year of supporting enterprise software solutions, preferably in container terminal, shipping, or logistics industries.
• Hands-on experience with JAVA, XML, and client-server applications.
• Knowledge and experience in coding with Core Java/Groovy is advantageous.
• Excellent written and verbal communication skills in English.
• Inherent customer service and technical support orientation.
• Detail-oriented, self-motivated, and assertive communicator.
• Flexibility to work in shifts based on business requirements.
• Proficiency in various system platform technologies such as MS SQL Server, Oracle, and familiarity with Java, EDI, Spring, Hibernate and J2EE is recommended.
• Familiarity with diagnostic tools like Hyperic or similar is a bonus.
• Understanding of relational database structures and web-based enterprise solutions.
• Strong analytical and technical troubleshooting skills across various applications and technologies.
• Willingness to travel as needed and the ability to work extended hours under tight deadlines.
• Teamwork skills, especially in multi-disciplinary virtual teams across different locations.
• Strong leadership, time management, and organizational abilities.