Customer Support Engineer

Job Summary
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.
Kaleris is seeking a top-notch Support Engineer. You will work from our office in a hybrid capacity, and report to the Support Manager. You will be part of a global customer support team providing 1st and 2nd Level Support for our Terminal Operating System and Cloud products.

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 N4 TOS product support experience, preferably in container terminal, shipping, or logistics industries. 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.
• 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.

Job Type: Full-time

Pay: $90,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: Remote