Title: Customer Support Engineer

Type of Work: Full time

Location: Chennai, India

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.

Were hiring super bright engineers to join our Global Customer Support (Technical Product Support) team in Chennai, as we transform how the things we eat, wear, and play with, are transported worldwide. The Support Engineer works directly with Kaleris/Navis Customers supporting our Terminal Operating System (TOS) products like N4, Master Terminal and Octopi. This role involves managing customer accounts and collaborating with global teams to deliver technical solutions. This is not a developer role—Support Engineer do not write or fix code. Our focus is on troubleshooting, analysis, and customer advocacy.

Responsibilities

- 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 Kaleris/Navis 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

- Education
- Engineering Degree (B.E / B.Tech) in Computer Science or IT, MCA related disciplines.

- Experience
- 2-5 years of experience in Technical / Product support (Application Support), including at least 2 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
- 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

- Soft Skills




- Excellent written and verbal communication in English.
- Strong Customer Service orientation
- Detail-oriented, self-motivated and assertive communicator
- Ability to work in shifts and collaborate in virtual teams across locations
- Leadership, time management and organizational skills

Additional Expertise

- Experience with container terminals and automated systems
- Knowledge of Navis SPARCS, Navis N4/XPS, Radio Server / ECN4
- Familiarity with Windows Server (including clustering), VMware, networking (TCP/IP), Linux/Unix, Hibernate.
- Knowledge and experience in writing code using Groovy, Core Java extensions, or other programming language experience is a plus
- Ability to set up customer environments for problem replication (installation/configuration of patches).
- Knowledge of diagnostic tools like Hyperic and transformation tools like Xenos.

Benefits & Compensation

- Competitive compensation package
- Medical Insurance
- Life/AD&D; (paid for by Kaleris)
- Paid Time Off (FlexPTO, parental leave, volunteering time off)
- Broadband Allowance, IT gadgets Allowance
- Tuition Reimbursement
- Employee Assistance Program
- Career growth and mentorship

The duties and responsibilities described are not a comprehensive list and additional tasks may be assigned from time to time or the scope of the position may change necessary to business demands.

We are an equal-opportunity employer and value diversity at Kaleris. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

📌 Customer Support Engineer (Chennai)
🏢 Kaleris
📍 Chennai