Senior Customer Support Engineer

Responsibilities

• Support and troubleshoot Software Applications
• Manage customer cases/issues through to resolution
• Verify, reproduce and isolate faults in software, as reported by the Customers

• Answer customer queries with detailed investigation and clear communication to provide answers using reference materials such as product manuals, case management tools, Confluence, product release notes, and other Kaleriss resources.

• Serve as customer advocate throughout the customer lifecycle
• Must be willing to work in shift based on business needs
• Apply analytical thinking and strong technical troubleshooting skills
• Learn and adopt new technologies and services
• Be part of a global 24x7 on-call duty roster to manage and address critical (P1) issues
• Perform account management tasks such as case reviews, customer conference calls and assisting with project go-lives
• Travel as needed and work extended hours under tight deadlines when required

Requirements

• Education
  • Engineering Degree (B.E / B.Tech) in Computer Science or IT related disciplines with CGPA of 7.5 or higher
• Experience
  • 5-8 years of experience in Technical / Product support (Application Support), including at least 3 years supporting enterprise software solutions
  • Experience in container terminal, shipping, or logistics industries preferred.
  • Exposure to container terminal automation is a plus.
• Technical Skills
  • Strong analytical and technical troubleshooting skills across various applications and technologies like ActiveMQ or Kafka.
  • Hands-on experience with JAVA, XML, Apache and client-server applications.
  • Knowledge and experience in coding with Core Java/Groovy is advantageous
  • Familiarity with MS SQL Server, Oracle, Java frameworks (Spring, Hibernate, J2EE)
  • Understanding of relational database structures and web-based enterprise solutions
  • Knowledge of diagnostic tools like Hyperic and transformation tools like Xenos/OpenText.
• Soft Skills
  • Excellent written and verbal communication in English.
  • Strong Customer Service orientation
  • Detail-oriented, self-motivated and assertive communicator

  • Demonstrated ability to lead and drive resolution of complex and/or critical customer issues, providing technical guidance and direction to the Support Team under high-pressure situations.

  • Serve as a role model and mentor to the broader team, consistently exhibiting professionalism, accountability, and a customer-first mindset in all interactions.

    Ability and willingness  to work in shifts and collaborate in virtual teams across locations
  • Leadership, time management and organizational skills