Customer Support Engineer

Job Description

Employment Type: Full-time

Position Overview

This role provides technical support for internally developed software applications and assists in troubleshooting customer system issues related to Kaleris/Navis products. The position involves managing cases from initiation to resolution, collaborating with various internal departments, and interacting directly with customers.

Responsibilities

• Provide support for internally developed software applications.
• Assist in troubleshooting customer system issues related to Kaleris/Navis products.
• Manage cases and communications from start to resolution and closure, collaborating with Sustaining (Development), QA (Testing), and Product Release teams.
• Verify, reproduce, and isolate application defects or faults reported by Kaleris/Navis Customers.
• Debug software applications and analyze code for potential issues (note: this role does not involve development).
• Reproduce software defects in a lab environment using customer datasets or remote connections.
• Address customer "question" cases by conducting in-depth investigations using product manuals, case management tools, Confluence, release notes, and other Kaleris/Navis resources.
• Perform on-site customer-facing tasks, including software/hardware upgrades, resolving critical defects, and testing Kaleris/Navis product integrations with third-party systems.
• Participate in software implementations and upgrades at customer facilities.
• Be part of a global 24x7 on-call duty roster for critical (P1) issues.
• Engage in account management activities for assigned accounts, including regular conference calls and case reviews.

Requirements

• Education: Engineering degree (BE/BTech) in Computer Science.
• Experience:
  • 2-5 years of Technical Support or Product Support (Application Support) experience.
  • At least 1 year of supporting enterprise software solutions, preferably in container terminal, shipping, or logistics industries.
• Technical Skills:
  • Hands-on experience with JAVA, XML, and client-server applications.
  • Knowledge and experience in coding with Core Java/Groovy is advantageous.
  • Proficiency in various system platform technologies such as MS SQL Server, Oracle.
  • 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.
• Soft Skills:
  • Excellent written and verbal communication skills in English.
  • Inherent customer service and technical support orientation.
  • Detail-oriented, self-motivated, and assertive communicator.
  • Teamwork skills, especially in multi-disciplinary virtual teams.
  • Strong leadership, time management, and organizational abilities.
• Other:
  • Flexibility to work in shifts based on business requirements.
  • Willingness to travel as needed.
  • Ability to work extended hours under tight deadlines.

Company Information

Kaleris is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.