Customer Support Engineer

Join to apply for the Customer Support Engineer role at Kaleris
.

Be among the first 25 applicants.

• Provide support for internally developed software applications and assist in troubleshooting customer system issues related to 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 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 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 Navis product integrations with third‑party systems.
• Participate in software implementations and upgrades at customer facilities as necessary.
• Be part of a global 24×7 on‑call duty roster to manage and address critical issues.
• Engage in account management activities for assigned accounts, including conducting regular conference calls and case reviews.

• A degree in computer science or a related field.
• 2+ years of N4 TOS product support experience, preferably in container terminal, shipping, or logistics industries. Experience with automation terminals is a plus.
• Proficiency in various system platform technologies such as networking, MS SQL Server, Oracle, and familiarity with Java, EDI, Spring, Hibernate, Xenos Transform Designer, and J2EE is recommended.
• Hands‑on experience with JAVA, XML, and client‑server applications.
• Knowledge and experience in coding with Core Java/Groovy is advantageous.
• Familiarity with diagnostic tools like Hyperic or similar is a bonus.
• Understanding of relational database structures and web‑based enterprise solutions.
• Strong technical troubleshooting skills across various applications and technologies.
• Detail‑oriented, self‑motivated, and assertive communicator.
• Excellent written and verbal communication skills in English.
• Inherent customer service and technical support orientation.
• 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.
• Flexibility to work in shifts based on business requirements.
• Strong leadership, time management, and organizational abilities.

• Entry level

• Full‑time

• Information Technology

• Transportation, Logistics, Supply Chain and Storage

Kaleris is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Location:

Atlanta, GA. Salary: $70,000.00 - $87,000.00.