Senior Customer Support Engineer

Responsibilities Job Description: 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 Ability and willingness to work in shifts and collaborate in virtual teams across locations 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. Leadership, time management and organizational skills Kaleris is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.