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

Shanghai, CN

Apply by:  07-01-2020

Technical Support Engineer

Making Your Next Move Count

 

Navis is seeking a top notch Technical Support Engineer. You will work from China and report into the Sr Support Manager, APAC (Hong Kong). In this role, you will be part of an information technology team focused on providing oversight for services required in the Navis solution delivery lifecycle.  Often referred to as the "software factory", this capability is comprised of the many technologies and processes used to delivery Navis products.

Responsibilities

We are looking for a dynamic individual with a proven track record of success as a Technical Support Engineer within the software industry. You will be working in a Customer Support environment, consulting with customers, handling cases and providing fixes to problems as well as liaising with the development team for more complex fixes. To be selected, you must be able to articulate how you are different from your peers and why this leads to exceptional results.

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

  • Product issues are reported and recorded by customers via the company website, and are then assigned to a support engineer to resolve.  The assigned Support Engineer is responsible for managing the case from beginning through to resolution and closure via the other departments such as Sustaining (Development), QA Testing and Product release.

  • Support role mainly consists of verifying, reproducing and isolating application defects or faults reported by the customers.  Although the role does not call for any development work to be performed, it helps to have the ability to debug the software application and step through the code to isolate and understand potential cause of a problem.  Java, Groovy and/or other programming language experience is a plus.

  • Application defects are normally reproduced in a lab environment using copies of the datasets supplied by the customer.  If this is unsuccessful, then remote connections are established to the customers test environment to allow the engineer to isolate issues further.

  • Customers can also raise “question type” cases which often require detailed investigation work to be carried out in order to provide an answer.  Reference sources include manuals, the case management tool (for searching for other logged cases), the application code, and Escalation Engineers or Product Engineering, who have spent several years supporting the products.

  • On-site customer facing work includes work on upgrading NAVIS software and helping to resolve any critical defects or faults that could not be reproduced off site, and testing the integrations 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 weekly conference calls, case reviews, etc

Requirements

  • A degree in computer science or equivalent education and experience.

  • 3-5 years related technical support experience and/Or related Application Support (Product Support) experience in container terminal, shipping line or logistic industries. Experience with automation terminal is a PLUS.

  • Detailed knowledge and experience in any combination of the following systems platform technologies is recommended -  VMWare, Networking technologies, MS SQL Server, Oracle, and desirable are Java, EDI, Spring, Hibernate, Xenos Transform Designer and or J2EE.  

  • Hands-on experience of supporting XML, JAVA and client-server apps.

  • Knowledge and experience in writing code using Core  Java / Groovy is a plus.

  • Knowledge of Hyperic or other diagnostic tools will be an added advantage.

  • Knowledge of relational database structures, web-based enterprise solutions and technologies

  • A strong and inherent customer service/technical support orientation.

  • An analytical approach and interest in solving difficult problems.

  • Strong technical and troubleshooting skills in several applications and technologies.

  • Detail oriented, hardworking and self-motivated.

  • Excellent written and oral communication skills in English and Chinese.  

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

  • Positive enjoyment of teamwork especially in relation to multi-disciplinary virtual teams in disparate geographical locations.

  • Strong leadership, time/account management and organizational skills.

About Navis

Navis is the global market leader in a multi-billion dollar industry building and implementing marine terminal operating systems and optimization 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 logistics software company building mission critical solutions that enable the world economy. Most of the material goods in the world are transported in containers using our software.


We are culturally organized around the Navis Guiding Principles for Success (GPS). Commitment to our culture is essential for any Navis employee. Our Guiding Principles for Success are Smart Operators, Customer Obsessed, Forging the Future and Better Together.