Customer Support Engineer
- Kaleris
- 1 - 5 years
- Chennai
- 5 months ago
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Job Description
Job Description:
- 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.
- Perform on-site customer-facing tasks, including software or hardware upgrades, resolving critical defects that couldnt be reproduced off-site, and testing Kaleris/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 (P1) 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, including at least 1 year of supporting enterprise software solutions, preferably in container terminal, shipping, or logistics industries.
- Hands-on experience with JAVA, XML, and client-server applications.
- Knowledge and experience in coding with Core Java/Groovy is advantageous.
- Excellent written and verbal communication skills in English.
- Inherent customer service and technical support orientation.
- Detail-oriented, self-motivated, and assertive communicator.
- Flexibility to work in shifts based on business requirements.
- Proficiency in various system platform technologies such as MS SQL Server, Oracle, and familiarity with Java, EDI, Spring, Hibernate and J2EE is recommended.
- 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.
- 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.
- 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.
Job Classification
Industry: Software ProductFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: Network (Support) EngineerEmployement Type: Full timeContact Details:
Company: KalerisLocation(s): Chennai+ View Contact
Keyskills: Hibernate Core Java MS SQL Application support Coding XML J2Ee Oracle Troubleshooting Technical support
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