FTZ Support Engineer Team lead
qadinc
🌍 RemoteFull time
Customer Support Engineer
kaleris· Navis Software Brazil Ltda
About this role
Job Description:
Responsibilities
- 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 24x7 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.
Requirements
- A degree in computer science or a related field.
- 2+ years of technical support or product support experience, preferably in container terminal, shipping, or logistics industries. SPARCS N4 TOS experience a must. 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 and/or Spanish/Portuguese.
- 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
Kaleris is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Frequently Asked Questions
Is the salary disclosed for the Customer Support Engineer position at kaleris?
The salary for this Customer Support Engineer role at kaleris is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Is the Customer Support Engineer job at kaleris remote?
Yes, this Customer Support Engineer position at kaleris is remote, with team members based in 5 Locations, Brazil Remote, Honduras, Remote Chile, Remote Colombia, Remote Mexico. You can work from home or anywhere in the supported regions.
Is the Customer Support Engineer role at kaleris full-time or part-time?
This is listed as a Full time position. It is posted as a Customer Support Engineer role in the Navis Software Brazil Ltda department at kaleris.
Which team or department does the Customer Support Engineer at kaleris belong to?
This Customer Support Engineer position is part of the Navis Software Brazil Ltda department at kaleris. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Customer Support Engineer position at kaleris?
Click the "Apply Now" button on this page. You will be redirected to kaleris's official application portal hosted on workday where you can submit your application directly.
Customer Support Engineer
kaleris
You'll be redirected to kaleris's official application page on Workday.