Staff Customer Support Engineer

Kaleris is seeking a top-notch Staff Customer Support Engineer (SCSE) to help support their Navis Terminal Operating System product lines. This is a critical position within the Kaleris regional support team.  This individual will carry a case management load but is also responsible for servicing and working through escalated customer cases that often represent unique or complex issues.  The person in this role reports to the regional support management and works with the regional team to assist in filtering incoming cases with a focus on driving case closure at the first level of support where possible.  This is a technical support role. So, the SCSE will work closely with customers, Kaleris Support and Kaleris Sustaining Engineering to resolve client issues effectively. 

Kaleris engages with clients through web-based support tools, telephone/chat, and through on-site visits.  The SCSE will engage with customers on a regular basis and will participate (with professional service colleagues) in software implementations and upgrades remotely and/or potentially on-site at times.   

The SCSE will also assist with internal back-end systems processes, integrations, and maintenance.  These responsibilities may include management and upkeep of customer data and test environments through VMware/VM Cloud environments.   

Responsibilities 

• Provide technical leadership within the Support team for issues related to Navis products. 

• Engage in account management activities for assigned accounts, including conducting regular conference calls and case reviews.  

• Manage complex cases and communications from start to resolution and closure, collaborating with departments like Sustaining (Development), QA (Testing), and Product release.  

• Facilitate the support case management process, providing timely and complete case escalation to engineering/products team so that Support Engineers can provide the end solution to the customers in a timely and effective manner.   

• Plan and attend regular off-hours meetings with sustaining engineering. 

• Act as a primary escalation path for Critical P1 issues within the region. 

• Participate in the 24x7 on-call support rotation.    

• Be available including after-hours and weekends as the regional point of escalation for Customer Support for Critical P1 issues    

• Participate in the 24x7 on-call rotation as Escalation Manager for global automated terminals for Critical P1 issues.   

• Setup customer environment as needed for problem replication (e.g. perform installation and configuration of software patches). 

• Assist in debugging, replicating/validating customer reported issues and perform root cause analysis on escalated issues.   

• Develop and/or coordinate ‘hot fixes’ when warranted or required and approved by Sustaining Engineering management adhering to Engineering’s coding process. 

• Write/share knowledgebase articles and validate the technical accuracy of SFDC (Kaleris CRM) solutions created by non-escalation support engineers. 

• Self-learning of new product and technology developments to be able to provide up to date advice to colleagues 

• Conduct technical hands-on training for Support staff.  Assist on-boarding new staff. 

• Represent Customer Support and participate in technical and/or core product meetings with the broader Kaleris organization. 

• Participate in software implementations and upgrades at customer facilities as necessary.  

Requirements 

Education:   

• BS or MS degree in computer science, Industrial Engineering or related technical disciplines. 

Experience:   

• 7-10 years related technical development and/or customer service experience 

• Extensive working experience of Unix, Windows, Oracle, EDI, SQL Server, Java and/or C++. 

• Hands-on experience of API’s, XML, JAVA, APACHE, and client-server apps 

• Code literacy in Java and/or Groovy 

• Deep technical troubleshooting and problem-solving capability with various applications and technologies 

• Knowledge of networking technologies and relational database structures or web-based enterprise solutions and technologies.  

• Working knowledge of use case modeling and process modeling techniques 

• Experience with mission-critical, industrial enterprise solutions. 

• Familiarity with diagnostic tools like Hyperic or similar 

• Industry experience in Marine Container Terminals, Distribution Centers or Warehouses. 

• Experience in N4 TOS or similar Terminal Operating Systems. 

 Communications and Professional Skills:   

• Exceptional customer service, writing, and oral communication skills
• Strong leadership, time/account management, and organizational skills that are applied toward meeting goals and objectives. 

• Teamwork skills, especially in multi-disciplinary virtual teams across different locations. 

• Flexibility and ability to work extended hours under tight deadlines as well as willingness to travel based on business needs. 

Benefits & Compensation  

• Competitive compensation package 
• Paid leave (vacation/annual, parental, volunteering time off) 
• Health insurance 
• Life & Accident 
• Social Security & Mandatory Insurance  
• Employee Assistance Program  
• Remote Work Allowance
• Sodexo Flexible Allowance Salary Sacrifice  
• Tuition reimbursement  
• Career growth and mentorship