Customer Support Engineer

Navis Software India Private Limited; Malaysia; Remote; MYR 40,000 - 70,000; Full time

Job summary

A leading global software provider seeks a Customer Support Engineer to resolve software issues and assist clients in the logistics sector. Applicants should have strong technical skills, particularly in JAVA and XML, along with a customer service focus and the ability to work collaboratively to resolve complex problems. This role offers opportunities for growth within a dynamic team committed to innovation.

Qualifications

• 2-5 years of Technical Support or Product Support experience.
• Hands-on experience with JAVA, XML, and client-server applications.
• Excellent written and verbal communication skills in English.

Responsibilities

• Provide support for software applications and troubleshoot customer issues.
• Manage cases and collaborate with various departments.
• Participate in on-site customer-facing tasks and software implementations.

Skills

Customer service orientation

Technical support

Analytical skills

Communication skills

Problem-solving

Education

Engineering degree (BE/BTech) in Computer Science

Tools

MS SQL Server

Oracle

Core Java

XML

Spring

Hibernate

J2EE

Job description

Customer Support Engineer page is loaded

Customer Support Engineer

Apply locations Remote Malaysia time type Full time posted on Posted Yesterday job requisition id R-100296

Job Description:

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.
• Perform on-site customer-facing tasks, including software or hardware upgrades, resolving critical defects that couldn't 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.

Requirements

• 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.

About Us

At Kaleris, we encourage creativity, delight in innovation, and foster opportunities to grow. We believe every move matters, especially career moves. We’re building the connected, visible, sustainable, and reliable global supply chain of the future. And we're looking for the best and brightest people to join our team.