Customer Support Engineer

Job Description:

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

We are looking for a dynamic individual with a proven track record of success as a Support Engineer within the software industry. You will be working in a customer support environment, consulting  with customers, software developers, and product owners.

As a Kaleris Support Engineer, you will be responsible for providing first and second level support to Kaleris TOS end users. You must demonstrate superior communication and organizational skills to respond to diverse and sometimes urgent customer needs. You will troubleshoot and develop detailed cases related to software defects for sustaining engineers and create 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 always demonstrating an ability to understand technical issues related to Navis software.  

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

• 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.