Senior Customer Support Engineer

Job Description

Kaleris is a private equity-backed software firm focused on supply chain optimization, headquartered in Atlanta, Georgia. We are a global leader in the supply chain execution market, focused on accelerating the transformation of digital supply chain for industrial and finished goods shippers and carriers by combining best-in-class solutions for challenges tied to yard management, shipment visibility, and asset management, across rail, truck, and multi-mode transportation.

We are looking for a dynamic individual with a proven track record of success as a Support Engineer within the software industry. You will be working in a customer support environment, consulting with customers, software developers, and product owners.

As a Kaleris Support Engineer, you will be responsible for providing first and second level support to Kaleris TOS end users. You must demonstrate superior communication and organizational skills to respond to diverse and sometimes urgent customer needs. You will troubleshoot and develop detailed cases related to software defects for sustaining engineers and create workaround processes when standard processes fail. Our Support Engineers work closely with other technical resources to ensure timely resolution or escalation of incoming service issues always demonstrating an ability to understand technical issues related to Navis software.

If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you.

Responsibilities

Provide support for internally developed software applications and assist in troubleshooting customer system issues related to Kaleris/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 Kaleris/Navis Customers. While this role doesnt 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 customers 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 Kaleris/Navis resources.
• Reproduce software defects in a lab environment using customer datasets and/or remote connections to the customers’ test environment
• 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.
  
  

• An Engineering degree (BE/BTech) in Computer Science
• 2-5 years of technical support or product support (Application Support) experience, preferably in container terminal, shipping, or logistics industries. Experience with automation terminals is a plus.
• Familiarity with diagnostic tools like Hyperic or similar is a bonus.
• Understanding of relational database structures and web-based enterprise solutions.
• Strong analytical and 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.
  
  

• Experience with container terminals and automated container terminals is a plus
• Terminal planning experience and the use of Navis SPARCS, Navis N4/XPS, Radio Server and ECN4 will be advantageous
• Detailed knowledge and experience in any combination of the following systems platform technologies is essential - Windows server including clustering and VMWare, Networking technologies especially TCPIP, Linux (or other flavor of UNIX), MS SQL Server, Oracle, and desirable are Java, EDI, Spring, Hibernate and or J2EE
• Hands-on experience of API’s, XML, JAVA, APACHE and client-server applications
• Setup customer environment as needed for problem replication (ie: perform installation and configuration of software patches for Oracle/Unix based, C++, Pascal, and J2EE based software products etc)
• Knowledge and experience in writing code using Groovy, Core Java extensions, or other programming language experience is a plus
• Knowledge of Hyperic or other diagnostic tools will be an added advantage
• Knowledge of relational database structures, web-based enterprise solutions and technologies