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Business:  Navis
Job Function:  Software

Oakland, US

Apply by:  13-10-2019

Escalation Support Engineer

The Escalation Support Engineer (ESE) is a critical position within the Navis regional support team.  The ESE will carry a case management load but is also responsible for servicing and working through escalated customer cases that often represent unique or complex issues.  The person in this role reports to the regional support management and works with the regional team to assist in filtering incoming cases with a focus on driving case closure at the first level of support where possible.  This is a technical support role; the ESE will work closely with customers, Navis Support and Navis Sustaining Engineering to resolve client issues effectively.


Navis engages with clients through web based support tools, telephone/chat, and through on site visits.  The ESE will engage with customers on a regular basis and will participate (with professional service colleagues) in software implementations and upgrades remotely and/or potentially on-site at times.  


The ESE will also assist with internal back end systems processes, integrations and maintenance.  These responsibilities may include management and upkeep of customer data and test environments through VMware/VM Cloud environments.  


Key Responsibilities:

  • Provide technical leadership within the Support team.

  • Facilitate the support case management process, providing timely and complete case escalation to engineering/products team so that Support Engineers can provide the end solution to the customers in a timely and effective manner.  

  • Plan and attend regular off-hours meetings with sustaining engineering.

  • Act as primary escalation path for Critical P1 issues within the region.

  • Participate in the 24x7 on-call support rotation.   

  • Be available including after-hours and weekends as the regional point of escalation for Customer Support for Critical P1 issues   

  • Participate in the 24x7 on-call rotation as Escalation Manager for global automated terminals for Critical P1 issues.  

  • Setup customer environment as needed for problem replication (e.g. perform installation and configuration of software patches for Oracle/Unix based, C++, Pascal, and J2EE based software products, ++).

  • Assist in debugging, replicating/validating customer reported issues and perform root cause analysis on escalated issues.  

  • Develop and coordinate ‘hot fixes’ when warranted or required and approved by Sustaining Engineering management adhering to Engineering’s coding process.

  • Write/share knowledge base articles and validate technical accuracy of SFDC solutions created by non-escalation support engineers.

  • Self-learning of new product and technology developments so as to be able to provide up to date advice to colleagues

  • Conduct technical hands-on training for Support staff.  Assist on boarding new staff.

  • Represent Customer Support and participate in technical and/or core product meetings with the broader Navis organization.



  • Education:  BS  or MS degree in computer science, Industrial Engineering or related technical disciplines;

  • Experience:  

    • 7-10  years related technical development and/or customer service experience

    • Extensive working experience of Unix, Windows, Oracle, EDI, SQL Server, C++, Pascal and/or J2EE

    • Hands-on experience of API’s, XML, JAVA, APACHE and client-server apps

    • Code literacy in Java and/or Groovy

    • Deep technical troubleshooting and problem solving capability with various applications and technologies

    • Knowledge of networking technologies and relational database structures or web-based enterprise solutions and technologies; Working knowledge of use case modeling and process modeling techniques

    • Experience with mission-critical, industrial enterprise solutions required.

    • Industry experience in Marine Container Terminals, Distribution Centers or Warehouses desirable.


Communications and Professional Skills:  

    • Exceptional customer service, writing and oral communication skills

    • Strong leadership, time/account management and organizational skills that are applied toward meeting goals and objectives

    • Flexibility and ability to work extended hours under tight deadlines as well as willingness to travel based on business need (up to 10% - 25%)

Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland

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