Navis / Xvela

Senior Support Engineer - Dubai

AE
2 weeks ago
Requisition Number
2017-2219
Region
EMEA
Type
Regular Full-Time

Overview

Navis is the global market leader in building and implementing terminal operating systems and optimization solutions for ports around the world. From Long Beach to Hong Kong, Dubai to Brazil, and Rotterdam to Busan, Navis delivers enterprise software that is at the heart of running a terminal and services to optimize operations. Navis’ latest projects involve advanced algorithms, new web technologies and application development that are leading the way in automation and optimization in the industry and will drive the future of supply chain operations.

 

We are looking for a dynamic individual with a proven track record of success as a Senior Customer 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.

 

Responsibilities

  • 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
  • Managing cases 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
  • Application defects are normally reproduced in a lab environment using copies of the datasets supplied by the customer and 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 or hardware, 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 regular conference calls, case reviews, etc.

Qualifications

  • Bachelor’s in CS - Computer Science (or relevant degree) plus 6+ years related technical support and/or related application support experience in container terminal, shipping line or logistic industries
  • Experience with automation terminals is a plus
  • Terminal planning experience and the use of Navis SPARCS, Navis N4/XPS, Radio Server & ECN4 will be advantageous.
  • Detailed knowledge and experience in any combination of the following systems platform technologies is essential -  Windows server including clustering and VMWare, Networking technologies especially TCPIP, Linux (or other flavor of UNIX), MS SQL Server, Oracle, and desirable are Java, EDI, Spring,  Hibernate and or J2EE
  • Hands-on experience of API’s, XML, JAVA, APACHE and client-server apps
  • Setup customer environment as needed for problem replication (ie: perform installation and configuration of software patches for Oracle/Unix based, C++, Pascal, and J2EE based software products etc)
  • Knowledge and experience in writing code using Groovy, Core Java extensions, or other programming language experience 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
  • 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
  • Positive enjoyment of teamwork especially in relation to multi-disciplinary virtual teams in disparate geographical locations
  • Strong leadership, time/account management and organizational skills

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