Customer Support Engineer

Job Description:

Responsibilities

• Support and troubleshoot software applications
• Manage customer cases/issues through to resolution
• Verify, reproduce and isolate faults in software, as reported by the Customers
• Answer customer queries with detailed investigation and clear communication to provide answers using reference materials such as product manuals, case management tools, Confluence, product release notes, and other Kaleris/Navis resources.
• Serve as customer advocate throughout the customer lifecycle
• Must be willing to work in shift based on business needs
• Apply analytical thinking and strong technical troubleshooting skills
• Learn and adopt new technologies and services
• Be part of a global 24x7 on-call duty roster to manage and address critical (P1) issues
• Perform account management tasks such as case reviews, customer conference calls and assisting with project go-lives
• Travel as needed and work extended hours under tight deadlines when required

Requirements

• EducationEngineering Degree (B.E / B.Tech - Full Time) in Computer Science or IT related disciplines with CGPA of 7.5 or higher
• Experience3-5 years of experience in Technical / Product support (Application Support), including at least 2 years supporting Enterprise Software Solutions Experience in container terminal, shipping, or logistics industries preferred. Exposure to container terminal automation is a plus.
• Technical SkillsStrong analytical and technical troubleshooting skills across various applications and technologies Hands-on experience with JAVA, XML, Apache and client-server applications. Knowledge and experience in coding with Core Java/Groovy is advantageous Familiarity with MS SQL Server, Oracle, Java frameworks (Spring, Hibernate, J2EE) Understanding of relational database structures and web-based enterprise solutions
• Soft SkillsExcellent written and verbal communication in English. Strong Customer Service orientation Detail-oriented, self-motivated and assertive communicator Ability to work in shifts and collaborate in virtual teams across locations Leadership, time management and organizational skills

Additional Expertise

• Experience with container terminals and automated systems
• Knowledge of Navis SPARCS, Navis N4/XPS, Radio Server / ECN4
• Familiarity with Windows Server (including clustering), VMware, networking (TCP/IP), Linux/Unix, Hibernate.
• Knowledge and experience in writing code using Groovy, Core Java extensions, or other programming language experience is a plus
• Ability to set up customer environments for problem replication (installation/configuration of patches).
• Knowledge of diagnostic tools like Hyperic and transformation tools like Xenos.

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