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 explicit and skilled 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.
- Solid analytical, troubleshooting, and problem-solving skills.
- Excellent verbal and written communication skills with a strong customer-focused approach.

📌 Support Engineer (Kochi)
🏢 MariApps Marine Solutions
📍 Kochi