The Role
Provide technical support and troubleshooting for enterprise software, manage customer cases to resolution, reproduce and isolate faults, participate in 24x7 on-call rotations and shift schedules, assist with account management and project go-lives, and set up customer environments for problem replication.
Summary Generated by Built In
Job Description:
- Support and troubleshoot software applications
- Manage customer cases/issues through to resolution
- Verify, reproduce and isolate faults in software, as reported by the Customers
- Answer customer queries with detailed investigation and clear communication to provide answers using reference materials such as product manuals, case management tools, Confluence, product release notes, and other Kaleris/Navis resources.
- Serve as customer advocate throughout the customer lifecycle
- Must be willing to work in shift based on business needs
- Apply analytical thinking and strong technical troubleshooting skills
- Learn and adopt new technologies and services
- Be part of a global 24x7 on-call duty roster to manage and address critical (P1) issues
- Perform account management tasks such as case reviews, customer conference calls and assisting with project go-lives
- Travel as needed and work extended hours under tight deadlines when required
- Education
- Engineering Degree (B.E / B.Tech - Full Time) in Computer Science or IT related disciplines with CGPA of 7.5 or higher
- Experience
- 3-5 years of experience in Technical / Product support (Application Support), including at least 2 years supporting Enterprise Software Solutions
- Experience in container terminal, shipping, or logistics industries preferred.
- Exposure to container terminal automation is a plus.
- Technical Skills
- Strong analytical and technical troubleshooting skills across various applications and technologies
- Hands-on experience with JAVA, XML, Apache and client-server applications.
- Knowledge and experience in coding with Core Java/Groovy is advantageous
- Familiarity with MS SQL Server, Oracle, Java frameworks (Spring, Hibernate, J2EE)
- Understanding of relational database structures and web-based enterprise solutions
- Soft Skills
- Excellent written and verbal communication in English.
- Strong Customer Service orientation
- Detail-oriented, self-motivated and assertive communicator
- Ability to work in shifts and collaborate in virtual teams across locations
- Leadership, time management and organizational skills
- Experience with container terminals and automated systems
- Knowledge of Navis SPARCS, Navis N4/XPS, Radio Server / ECN4
- Familiarity with Windows Server (including clustering), VMware, networking (TCP/IP), Linux/Unix, Hibernate.
- Knowledge and experience in writing code using Groovy, Core Java extensions, or other programming language experience is a plus
- Ability to set up customer environments for problem replication (installation/configuration of patches).
- Knowledge of diagnostic tools like Hyperic and transformation tools like Xenos.
Kaleris is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Skills Required
- Engineering Degree (B.E / B.Tech - Full Time) in Computer Science or IT disciplines with CGPA of 7.5 or higher
- 3-5 years experience in Technical/Product/Application Support, including at least 2 years supporting Enterprise Software Solutions
- Experience in container terminal, shipping, or logistics industries
- Exposure to container terminal automation
- Strong analytical and technical troubleshooting skills across applications and technologies
- Hands-on experience with Java, XML, Apache and client-server applications
- Knowledge and experience coding with Core Java and/or Groovy
- Familiarity with MS SQL Server, Oracle, and Java frameworks (Spring, Hibernate, J2EE)
- Understanding of relational database structures and web-based enterprise solutions
- Excellent written and verbal communication in English and strong customer service orientation
- Ability to work in shifts, participate in global 24x7 on-call roster, and travel as needed
- Knowledge of Navis SPARCS, Navis N4/XPS, Radio Server / ECN4
- Familiarity with Windows Server (including clustering), VMware, TCP/IP networking, Linux/Unix
- Familiarity with diagnostic and transformation tools like Hyperic and Xenos
- Ability to set up customer environments for problem replication (installation/configuration of patches)
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The Company
What We Do
Kaleris is a leading provider of cloud-based supply chain execution and visibility technology solutions. Many of the world's largest brands rely on Kaleris to provide mission-critical technology for yard management, transportation management, maintenance and repair operations, terminal operating systems, and ocean carrier and vessel solutions. By consolidating supply chain execution software assets across major nodes and modes, we address the dark spots and data gaps that cause friction and inefficiency in the global supply chain.
