Navis / Xvela

  • Senior Support Engineer

    Job Locations UK
    Posted Date 1 month ago(3/16/2018 11:59 AM)
    Requisition Number
    2018-2264
    Region
    EMEA
    Type
    Regular Full-Time
  • Overview

    Navis is the leader in Terminal Operations Systems (TOS) with 330 sites, 60% market share of the commercial TOS market. Ocean carriers and terminal operators know that efficiencies can be gained, waste eliminated and revenue increased through better collaboration on vessel stowage planning and execution. The tools and incentives to change these business processes have been lacking -- until now.

     

    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.

     

    • Customer Obsessed: We believe that this is not just business. Success, standing side-by-side with our customers, is personal.
    • Forging the Future: We believe our mandate as market leaders is to blaze a trail into the future, championing the evolution our industry needs
    • Smart Operators: We believe in being nimble enough to respond to the day-to-day, but visionary enough to see the big picture.
    • Better Together: We believe continuous learning, growth and development defines us. We don't pay lip-service to diversity, we leverage it.

    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.

    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. 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 bugs 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.
    • Bugs 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 or hardware, and helping to resolve any critical bugs or faults that could not be reproduced off site, and testing the integrations of the NAVIS products with other 3rd party systems.
    • Account and/or project management work on assigned accounts such as conducting weekly conference calls, case/project reviews, assist with PS project go-lives and handling other account related issues.

    Qualifications

    • A degree in computer science or equivalent education and experience
    • 3-6+ years related technical support experience
    • Detailed knowledge of and experience in any combination of the following systems platform technologies is essential - Windows server, exposure to virtualization software, Networking technologies especially TCPIP, Linux (or other flavours of UNIX), MS SQL Server, Oracle, and desirable (not mandatory) is understanding of object oriented programming.
    • Must be fluent in English; fluency in French and/or Dutch desirable but not essential
    • A strong and inherent customer service/technical support orientation
    • An analytical approach and interest in solving difficult problems
    • Understanding of any NAVIS products and related systems technologies is a plus
    • Strong technical and troubleshooting skills in several applications and technologies
    • Knowledge of relational database structures, web-based enterprise solutions 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. Average travel is one to two times a year.
    • Positive enjoyment of teamwork especially in relation to multi-disciplinary virtual teams in disparate geographical locations

     

    Navis LLC is an equal opportunity employer, committed to a diverse workforce. At NAVIS LLC, you will find a rewarding career where you can thrive at every level. We invest in our team mates 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!

     

    Principals need only apply. NO AGENCY CANDIDATES WILL BE CONSIDERED.

     

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed