Support Engineer

MariApps Marine Solutions; Ernakulam; On-site; INR 400,000 - 700,000; Full time

Job summary

MariApps Marine Solutions seeks a Support Engineer to provide application and customer support for maritime software. You will analyze customer issues, troubleshoot problems, and coordinate with internal teams to resolve tickets promptly.

The role requires strong communication, a customer-focused approach, and systematic problem solving. You will handle L1/L2 support, manage tickets in JIRA, reproduce issues, and contribute to knowledge-base articles and RCA efforts.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience in supporting maritime software applications is preferred.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills with a strong customer-focused approach.

Responsibilities

• Provide L1/L2 application support to customers and end users.
• Monitor and manage support tickets through JIRA and ensure timely updates and resolution.
• Understand customer-reported issues, collect required information, and perform initial analysis.
• Troubleshoot application, data, configuration, connectivity, and replication-related issues.
• Support maritime application modules such as PMS, Procurement, Crewing, Certification, Admin, and other smartPAL modules.
• Coordinate with BA, Development, DBA, Infrastructure, Replication, and other L2 teams when required.
• Escalate issues with proper analysis, evidence, screenshots, logs, and steps to reproduce.
• Provide clear and professional communication to customers through email and support portals.
• Keep customers proactively informed about issue status, dependencies, and expected next steps.
• Follow defined support processes, escalation procedures, SLA requirements, and documentation standards.
• Prepare and maintain knowledge-base articles, troubleshooting guides, and support documentation.
• Participate in customer calls and explain technical issues in a clear and understandable manner.
• Identify recurring issues and contribute to RCA and preventive actions.
• Support application releases, deployments, testing, and basic validation activities when required.

Skills

L1/L2 support

Analytical thinking

Communication skills

Troubleshooting

Education

Bachelor’s degree in Computer Science / IT

Job description

We are looking for a Support Engineer to provide application and customer support for maritime software applications. The role involves analyzing customer issues, troubleshooting application and data-related problems, coordinating with internal technical teams, and ensuring timely resolution of support tickets.

The ideal candidate should have good communication skills, a customer-focused approach, strong analytical thinking, and the ability to troubleshoot issues systematically.

Key Responsibilities

• Provide L1/L2 application support to customers and end users.
• Monitor and manage support tickets through JIRA and ensure timely updates and resolution.
• Understand customer-reported issues, collect required information, and perform initial analysis.
• Troubleshoot application, data, configuration, connectivity, and replication-related issues.
• Support maritime application modules such as PMS, Procurement, Crewing, Certification, Admin, and other smartPAL modules.
• Coordinate with BA, Development, DBA, Infrastructure, Replication, and other L2 teams when required.
• Escalate issues with proper analysis, evidence, screenshots, logs, and steps to reproduce.
• Provide clear and professional communication to customers through email and support portals.
• Keep customers proactively informed about issue status, dependencies, and expected next steps.
• Follow defined support processes, escalation procedures, SLA requirements, and documentation standards.
• Prepare and maintain knowledge-base articles, troubleshooting guides, and support documentation.
• Participate in customer calls and explain technical issues in a clear and understandable manner.
• Identify recurring issues and contribute to RCA and preventive actions.
• Support application releases, deployments, testing, and basic validation activities when required.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience in supporting maritime software applications is preferred.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills with a strong customer-focused approach.