Senior Customer Support Engineer

Navis Software India Private Limited; Chennai District; On-site; INR 500,000 - 800,000; Full time

Job summary

Navis Software India Private Limited is seeking a skilled technical support professional with a degree in Computer Science. Responsibilities include providing support for internally developed software, managing customer inquiries, and troubleshooting applications. The ideal candidate has 2-5 years of experience in technical support, especially in logistics or container terminal industries.

Key skills include strong analytical abilities, customer service orientation, and excellent communication in English. Join a diverse and inclusive environment that fosters innovation and growth.

Qualifications

• 2-5 years of technical support or product support experience in container terminal, shipping, or logistics.
• Strong analytical and technical troubleshooting skills.
• Excellent written and verbal communication skills in English.

Responsibilities

• Provide support for software applications and troubleshoot customer system issues.
• Manage cases and communications from start to resolution.
• Reproduce software defects and address customer inquiries.

Skills

Technical troubleshooting

Customer service orientation

Analytical skills

Teamwork skills

Communication skills

Education

Engineering degree (BE/BTech) in Computer Science

Tools

Diagnostic tools (Hyperic)

MS SQL Server

Oracle

VMware

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.

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 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 Kaleris/Navis resources.
• Reproduce software defects in a lab environment using customer datasets and/or remote connections to the customer’s 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.

Requirements

• 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.

Additional Expertise

• 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 TCP/IP, Linux (or other flavor of UNIX), MS SQL Server, Oracle, and desirable are Java, EDI, Spring, Hibernate and/or J2EE.
• Hands-on experience of APIs, XML, JAVA, APACHE and client-server applications.
• Setup customer environment as needed for problem replication (i.e., 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.

Kaleris is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. At Kaleris, we encourage creativity, delight in innovation, and foster opportunities to grow.