Support Engineer

We are looking for a Support Engineer to provide application and customer support for maritime software applications. The role involves analyzing customer issues, troubleshooting application and data-related problems, coordinating with internal technical teams, and ensuring timely resolution of support tickets.

The ideal candidate should have good communication skills, a customer-focused approach, strong analytical thinking, and the ability to troubleshoot issues systematically.

Key Responsibilities

• Provide L1/L2 application support to customers and end users.
• Monitor and manage support tickets through JIRA and ensure timely updates and resolution.
• Understand customer-reported issues, collect required information, and perform initial analysis.
• Troubleshoot application, data, configuration, connectivity, and replication-related issues.
• Support maritime application modules such as PMS, Procurement, Crewing, Certification, Admin, and other smartPAL modules.
• Coordinate with BA, Development, DBA, Infrastructure, Replication, and other L2 teams when required.
• Escalate issues with proper analysis, evidence, screenshots, logs, and steps to reproduce.
• Provide clear and professional communication to customers through email and support portals.
• Keep customers proactively informed about issue status, dependencies, and expected next steps.
• Follow defined support processes, escalation procedures, SLA requirements, and documentation standards.
• Prepare and maintain knowledge-base articles, troubleshooting guides, and support documentation.
• Participate in customer calls and explain technical issues in a clear and understandable manner.
• Identify recurring issues and contribute to RCA and preventive actions.
• Support application releases, deployments, testing, and basic validation activities when required.

• Bachelors degree in Computer Science, Information Technology, or a related field.
• Experience in supporting maritime software applications is preferred.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills with a strong customer-focused approach.