[Remote] Customer Support Engineer

Note: The job is a remote job and is open to candidates in USA. Kaleris is a company focused on providing innovative software solutions, and they are seeking a Customer Support Engineer to assist in troubleshooting and supporting their products. The role involves managing customer cases, verifying application defects, and participating in software implementations while ensuring customer satisfaction through effective communication and technical support.ResponsibilitiesProvide support for internally developed software applications and assist in troubleshooting customer system issues related to Navis productsManage cases and communications from start to resolution and closure, collaborating with departments like Sustaining (Development), QA (Testing), and Product releaseVerify, 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 skillReproduce software defects in a lab environment using customer datasets or remote connections to the customer's test environmentAddress 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 resourcesPerform 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 systemsParticipate in software implementations and upgrades at customer facilities as necessaryBe part of a global 24x7 on-call duty roster to manage and address critical issuesEngage in account management activities for assigned accounts, including conducting regular conference calls and case reviewsSkillsA degree in computer science or a related field2+ years of N4 TOS product support experience, preferably in container terminal, shipping, or logistics industriesProficiency 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 recommendedHands-on experience with JAVA, XML, and client-server applicationsKnowledge and experience in coding with Core Java/Groovy is advantageousUnderstanding of relational database structures and web-based enterprise solutionsStrong technical troubleshooting skills across various applications and technologiesDetail-oriented, self-motivated, and assertive communicatorExcellent written and verbal communication skills in EnglishInherent customer service and technical support orientationWillingness to travel as needed and the ability to work extended hours under tight deadlinesTeamwork skills, especially in multi-disciplinary virtual teams across different locationsFlexibility to work in shifts based on business requirementsStrong leadership, time management, and organizational abilitiesExperience with automation terminalsFamiliarity with diagnostic tools like Hyperic or similarCompany OverviewKaleris is a logistics platform that provides cloud-based supply chain execution and visibility technology solutions. It was founded in 2004, and is headquartered in Alpharetta, Georgia, USA, with a workforce of 501-1000 employees. Its website is https://www.kaleris.com/.Company H1B SponsorshipKaleris has a track record of offering H1B sponsorships, with 1 in 2025, 1 in 2022. Please note that this does not guarantee sponsorship for this specific role.