Tier 2 Technical Support Engineer — Singapore

Orca AI; Singapore; Presencial; SGD 60 000 - 90 000; Tempo integral

Resumo da oferta

Orca AI in Singapore is seeking a Tier 2 Technical Support Engineer to support systems installed on customer vessels. This hands-on role combines troubleshooting, customer communication, remote installations, and regular vessel visits.

You will work with customer IT teams, service engineers, and our global Technical Operations team to resolve issues, collect logs, and ensure vessel systems remain reliable, with on-call rotation and two to three ship visits per week.

Qualificações

• Hands-on experience in technical support, field service, or similar roles.
• Strong Linux troubleshooting skills with command-line, services, and logs.
• Solid networking knowledge: IP addressing, routing, DNS, firewalls, VPNs, and constrained links.
• Familiarity with NMEA data and marine equipment integrations.
• Clear communication with technical and non-technical stakeholders.
• Willingness to travel regularly to Singapore ports, 2–3 times per week.
• Ability to work independently in Singapore while collaborating with a distributed global team.
• English as mother tongue; Traditional Chinese is an advantage.

Responsabilidades

• Investigate and resolve Tier 2 support tickets involving system hardware, software, connectivity, and integrations.
• Troubleshoot vessel networks, VSAT connectivity, firewall rules, VPN access, and related configurations.
• Support remote installations and maintenance activities with onboard engineers.
• Visit vessels in Singapore ports to diagnose issues and support installations.
• Collect logs, document findings, and escalate complex issues to Tier 3 or Engineering with a diagnosis.
• Participate in an on-call rotation to support installation and operational needs outside standard hours.
• Track cases through resolution and keep customers and internal teams informed.

Conhecimentos

Linux troubleshooting

Networking

NMEA data familiarity

Communication

Case ownership

Travel willingness

Independent work

Descrição da oferta de emprego

Orca AI is looking for a Tier 2 Technical Support Engineer based in Singapore to support our systems installed on customer vessels. This is a hands-on role combining technical troubleshooting, customer communication, remote installation support, and regular visits to vessels calling at Singapore.

You will work closely with customer IT teams, vessel crews, service engineers, and Orca AI’s global Technical Operations team to resolve issues and keep systems operating reliably. We expect vessel visits to be a regular part of the role, typically two to three times per week, depending on vessel schedules and support needs.

Responsibilities

• Investigate and resolve Tier 2 support tickets involving system hardware, software, connectivity, and integrations.
• Work directly with customer IT teams to troubleshoot vessel networks, VSAT connectivity, firewall rules, VPN access, and related configurations.
• Support remote installations and maintenance activities, including coordination with service engineers onboard and validation that the system is working correctly.
• Visit vessels in Singapore ports to diagnose issues, perform maintenance, and support installations when hands-on work is needed.
• Collect logs and technical evidence, document findings clearly, and escalte complex issues to Tier 3 or Engineering with a useful diagnosis.
• Participate in an on-call rotation to support installation and operational needs outside standard working hours.
• Track cases through resolution and keep customers and internal teams informed of progress.

Requirements:

• Several years of hands-on experience in technical support, field service, systems engineering, or a similar role.
• Strong Linux troubleshooting skills, including command-line diagnostics, services, logs, and network configuration.
• Solid networking knowledge, including IP addressing, routing, DNS, firewalls, VPNs, and troubleshooting connectivity over VSAT or other constrained links.
• Familiarity with NMEA data and marine equipment integrations.
• Ability to troubleshoot methodically, communicate clearly with technical and nontechnical stakeholders, and take ownership of a case through resolution.
• Willingness and ability to travel regularly to Singapore ports, board vessels safely, and carry out hands-on technical work onboard, 2-3 times a week.
• Ability to work independently in Singapore while collaborating with a distributed global team.
• English as mother tongue, Traditional Chinese - Advantage.

Advantageous Experience

• NMEA certification or formal training in marine electronics.
• Experience with maritime systems and the practical realities of working with vessel crews and customer IT teams.
• Experience with NMEA 0183 and NMEA 2000, including troubleshooting data feeds and device connections.
• Experience installing or supporting onboard computers, cameras, sensors, network equipment, or bridge systems.
• Experience supporting commercial vessels and coordinating access around port calls and tight vessel schedules.