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Customer Support Engineer

icon building Company : Kaleris
icon briefcase Job Type : Full Time
icon geo-alt 3460 Preston Ridge Rd, United States

Job Description - Customer Support Engineer

Job Description:

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. 
  • 2+ years of N4 TOS 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.

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

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