Technical Product Support Engineer

Type of Work:
Full time

Location:
Chennai, India

Kaleris is a private equity-backed software company focused on supply chain optimization. We are hiring Technical Product Support Engineers to join our Global Customer Support team supporting Terminal Operating System products including N4, Master Terminal and Octopi.

Role Purpose

The Technical Product Support Engineer serves as a product expert for Kaleris/Navis solutions and works directly with customers to diagnose product-related issues, answer functional and technical questions, and ensure successful use of the software. This role bridges customers, Product Management, Engineering, and Services teams through technical analysis and customer advocacy without performing software development or production operations activities.

Responsibilities
- Gain expertise in product functionalities, configurations, and workflows across multiple modules through structured product training, internal documentation, knowledge bases, and hands-on learning.
- Investigate, troubleshoot,



and resolve customer-reported issues related to product functionality, root-cause-analysis, workflows, configurations, business use cases and customer-facing technical support.
- Own customer support cases from initial triage through resolution, ensuring timely communication, documentation, and follow-up.
- Reproduce customer-reported issues in test environments, isolate root causes, and determine whether issues are related to product defects, configuration, integrations, or customer processes.
- Analyze application logs, system artifacts, product behavior, and configuration data to identify probable causes and recommended actions.
- Answer customer questions using product documentation, case history, knowledge bases, release notes, and internal resources.
- Act as the voice of the customer by communicating product feedback, enhancement requests, and recurring issues to internal teams.
- Participate in a global

📌 Customer Support Engineer (Chennai)
🏢 Kaleris
📍 Chennai