Customer Support Engineer

Technical Product Support Engineer

Type of Work: Full-time

Location: Chennai, India

Kaleris is a private equity-backed software company focused on supply chain optimization. We are hiring Technical Product Support Engineers to join our Global Customer Support team supporting Terminal Operating System products including N4, Master Terminal and Octopi.

Role Purpose

The Technical Product Support Engineer serves as a product expert for Kaleris/Navis solutions and works directly with customers to diagnose product-related issues, answer functional and technical questions, and ensure successful use of the software. This role bridges customers, Product Management, Engineering, and Services teams through technical analysis and customer advocacy without performing software development or production operations activities.

Responsibilities

• Gain expertise in product functionalities, configurations, and workflows across multiple modules through structured product training, internal documentation, knowledge bases, and hands-on learning.
• Investigate, troubleshoot, and resolve customer-reported issues related to product functionality, root-cause-analysis, workflows, configurations, business use cases and customer-facing technical support.
• Own customer support cases from initial triage through resolution, ensuring timely communication, documentation, and follow-up.
• Reproduce customer-reported issues in test environments, isolate root causes, and determine whether issues are related to product defects, configuration, integrations, or customer processes.
• Analyze application logs, system artifacts, product behavior, and configuration data to identify probable causes and recommended actions.
• Answer customer questions using product documentation, case history, knowledge bases, release notes, and internal resources.
• Act as the voice of the customer by communicating product feedback, enhancement requests, and recurring issues to internal teams.
• Participate in a global support escalation rotation for critical business-impacting product issues, focusing on investigation and resolution management rather than infrastructure operations.
• Engage with designated customer accounts through support reviews, issue discussions, project go-live support, and service meetings.
• Apply strong analytical thinking and technical troubleshooting skills across multiple technologies and product areas.
• Learn and support new products, technologies, and service offerings.
• Work in shifts and collaborate with global teams as required.
• Travel occasionally and work extended hours when business needs require.

What This Role Is Not

• Not a software development role or responsible for modifying product source code.
• Not a production or infrastructure operations support role.
• Not responsible for application deployments, release management, server administration, monitoring, or database administration.

Requirements

Education

Engineering Degree (B.E/B.Tech ) in Computer Science, Information Technology, or related disciplines (or) BCA and MCA full time, with CGPA 7.5 or higher.

Experience

• 2-4 years of experience in Technical Product Support (Level 2 or 3), Enterprise Software Support, Customer Support Engineering, or similar customer-facing technical support roles supporting commercial software products.
• Knowledge of Navis SPARCS, Navis N4/XPS or experience in container terminal operations is an advantage.
• Experience primarily focused on production operations or infrastructure support is not aligned with this role.

Technical Skills

• Strong analytical and technical troubleshooting skills across enterprise applications and technologies.
• Ability to learn complex software functionality and independently support customers across a broad range of features and use cases.
• Ability to read and interpret application logs, stack traces, XML configurations, and client-server application behavior.
• Experience working with Java-based enterprise applications, XML, Apache technologies, and client-server architectures is preferred.
• Understanding of relational databases and web-based enterprise solutions.
• Familiarity with Core Java or Groovy for troubleshooting and understanding application behavior is advantageous but not required. The role does not involve software development responsibilities.

Soft Skills

• Excellent written and verbal communication skills in English.
• Strong customer-service orientation.
• Detail-oriented, self-motivated, and assertive communicator.
• Strong learning agility, leadership potential, time management, and organizational skills.
• Ability to collaborate effectively in global and virtual teams.