The Role
Provide technical support for Kaleris/Navis software applications, troubleshooting issues and managing customer communications, implementing software at customer sites.
Summary Generated by Built In
Job Description:
- 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.
- 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.
Top Skills
Edi
Hibernate
J2Ee
Java
Ms Sql Server
Oracle
Spring
XML
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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.
