Support Engineer

• 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.
  

Qualifications

• Bachelor’s 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.