Technical Product Support Specialist

2 weeks ago

Chennai, Tamil Nadu, India Kaleris Full time

Kaleris is a private equity-backed software firm focused on supply chain optimization, headquartered in Atlanta. We are a global leader in the supply chain execution market, accelerating digital transformation for industrial and finished goods shippers and carriers by combining best-in-class solutions for yard management, shipment visibility, and asset management across rail, truck, and multi-mode transportation.

We seek a dynamic individual with a proven track record of success as a Support Engineer within the software industry. You will work in a customer support environment, consulting with customers, software developers, and product owners to provide first- and second-level support to Kaleris TOS end users.

As a Kaleris Support Engineer, you will be responsible for troubleshooting and developing detailed cases related to software defects for sustaining engineers and creating workaround processes when standard processes fail. Our Support Engineers work closely with other technical resources to ensure timely resolution or escalation of incoming service issues, demonstrating an ability to understand technical issues related to our software.

If you're naturally a helper, enjoy assisting people with computer issues, and can explain technical details simply, we'd like to meet you.

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.
  • 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.

We offer a competitive compensation package with estimated salary $120,000 - $180,000 depending on experience, plus benefits including medical insurance, life/AD&D, paid time off, broadband allowance, IT gadgets allowance, tuition reimbursement, employee assistance program, career growth, and mentorship.

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