Customer Support Engineer

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

• Education
  • Engineering Degree (B.E / B.Tech - Full Time) in Computer Science or IT related disciplines with CGPA of 7.5 or higher
• Experience
  • 3-5 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 Skills
  • Strong 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 Skills
  • Excellent 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.