Senior Customer Support Engineer - Urgent

We are looking for an adaptable Senior Customer Support Engineer to join our awesome team at Kaleris in Valencia.
Growing your career as a Full Time Senior Customer Support Engineer is an outstanding opportunity to develop productive skills.
If you are strong in attention to detail, decision-making and have the right talent for the job, then apply for the position of Senior Customer Support Engineer at Kaleris today!

Responsibilities

• Provide support for internally developed software applications and assist in troubleshooting customer system issues related to 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 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 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 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 issues.
• Engage in account management activities for assigned accounts, including conducting regular conference calls and case reviews.

Requirements

• A degree in computer science or a related field.
• 5+ years of technical support or product support experience, preferably in container terminal, shipping, or logistics industries. Experience with automation terminals is a plus.
• Proficiency in various system platform technologies such as networking, MS SQL Server, Oracle, and familiarity with Java, EDI, Spring, Hibernate, Xenos Transform Designer, and J2EE is recommended.
• Hands-on experience with JAVA, XML, and client-server applications.
• Knowledge and experience in coding with Core Java/Groovy is advantageous.
• Familiarity with diagnostic tools like Hyperic or similar is a bonus.
• Understanding of relational database structures and web-based enterprise solutions.
• Strong technical troubleshooting skills across various applications and technologies.
• Detail-oriented, self-motivated, and assertive communicator.
• Excellent written and verbal communication skills in English.
• Inherent customer service and technical support orientation.
• 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.
• Flexibility to work in shifts based on business requirements.
• Strong leadership, time management, and organizational abilities.

Benefits & Compensation

• Competitive compensation package
• Paid leave (vacation/annual, parental, volunteering time off)
• Health insurance
• Life & Accident
• Employee Assistance Program
• Tuition reimbursement
• Career growth and mentorship

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Benefits of working as a Senior Customer Support Engineer in Valencia:

● Excellent Benefits Package
● Continuous Learning Opportunities
● Competitive salary