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Business:  Navis
Job Function:  Field / Customer Service
Location: 

Oakland, US

Apply by:  05-11-2019

Support Engineer

Making Your Next Move

 

 

At Navis you will find a rewarding career where you can thrive at every level. We invest in our teammates through offering competitive compensation and benefits, progressive training opportunities that empower employees to achieve total (physical, financial, social & community) wellbeing. In addition to challenging and meaningful work, you will find a strong work-life balance and a deep commitment to developing you. Navis’ culture thrives on teamwork and diversity. So, bring your unique perspective and talent to Navis and thrive in your every work day!

 

Navis LLC is an equal opportunity employer, committed to a diverse and inclusive workforce.

 

Responsible for the technical documentation, technical service and support.

 

Position Summary

 

 

We are looking for a dynamic individual with a proven track record of success as a Support Engineer within the software industry. You will be working in a customer support environment, consulting with customers, software developers, and product owners.

 

As a Navis Support Engineer, you will responsible for providing first level support to Navis end users. You must demonstrate superior communication and organizational skills to respond to diverse and sometimes urgent customer needs. You will troubleshoot and develop detailed cases related to software defects for sustaining engineers and create workaround processes when standard processes fail. Our Support Engineers work closely with other technical resources to ensure timely resolution or escalation of incoming service issues always demonstrating an ability to understand technical issues related to Navis software.

 

If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you.

 

Responsibilities

 

  • Support internally developed software applications and provide assistance in troubleshooting customers systems issues as they pertain to their use of Navis products

  • Managing cases and communications from beginning through to resolution and closure via the other departments such as Sustaining (Development), QA Testing and Product release

  • Perform verification, reproduction and isolation of application defects or faults reported by Navis customers - although the role does not call for any development work to be performed, the ability to debug the software application and step through the code to isolate and understand potential cause of a problem is a plus

  • Reproduce software defects in a lab environment using customer datasets and/or remote connections to the customers’ test environment

  • Respond to customer “question” cases which often require detailed investigation work to be carried out in order to provide an answer utilizing reference materials such as product manuals, case management tool, Confluence, release notes and other Navis resources

  • Perform on-site customer-facing work, including upgrading Navis software or hardware, helping to resolve any critical defects or faults that could not be reproduced off site, and testing integration of the Navis products with other 3rd party systems

  • Participate in software implementations and upgrades at customer’s facilities as needed

  • Participate in a global 24x7 on-call duty roaster to manage and work on Critical issues

  • Account management work on assigned accounts such as conducting regular conference calls and case reviews

Requirements

 

  • Bachelor’s degree in Computer Science, IT or Software Engineering (or similar) and technical support and/or related application support experience; knowledge of container terminal, shipping line or logistics industries a plus

  • Strong and inherent customer service/technical support orientation

  • Analytical approach and interest in solving problems from trivial to complex

  • Strong technical and troubleshooting skills in several applications and technologies

  • Detail oriented, hardworking and self-motivated

  • Excellent written and oral communication skills in English

  • Must be willing to travel based on business needs and have the ability to work extended hours under tight deadlines to successfully meet objectives

  • Team-working skills, especially in relation to multi-disciplinary virtual teams in disparate geographical locations

  • Strong leadership, time management and organizational skills

 

About Navis

 

 

Navis is the global market leader in a multi-billion dollar industry building and implementing maritime terminal operating systems, optimization and automation solutions at ports around the world. From Long Beach to Hong Kong, Dubai to Brazil, and Rotterdam to Busan, Navis delivers mission critical enterprise software that is at the heart of running a terminal and services to optimize operations. We are an innovative and profitable maritime platform stiving to make global trade smarter, safer, and more sustainable for everyone by connecting multiple systems to support a more efficient global container flow. Most of the material goods in the world are transported in containers using our software.

 


Culturally, Navis is organized around our Guiding Principles for Success (GPS). Commitment to our core principles is an essential ingredient for success for our team members. Our GPS are Smart Operators, Customer Obsessed, Forging the Future and Better Together.

 


Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland

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