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ABOUT THE ROLE

We are looking for an experienced 2nd Line Support Engineer to join our Customer Care team supporting maritime software products - both on-premise deployments and cloud-hosted solutions. You will be the primary escalation point for complex technical issues raised by shipping companies, ship managers, and port operators worldwide, working closely with product development and implementation teams.

This role is a direct replacement within the EMEA Ship Manager team and carries responsibility for an established portfolio of long-standing customer relationships. The successful candidate will complete a structured handover and build deep product knowledge across the full ShipManager product suite.

KEY RESPONSIBILITIES

Customer Support

• Act as 2nd line escalation for technical issues across on-premise and cloud products
• Investigate, diagnose, and resolve software defects, configuration issues, and integration failures
• Manage and prioritise a personal ticket queue ensuring timely resolution and clear customer communication
• Coordinate with 1st Line support to ensure smooth ticket escalation and resolution flow
• Maintain and update knowledge base articles and resolution documentation
• Provide technical support for ShipManager on-premise installations (Windows Server, SQL Server, network configuration)
• Assist customers during migration from on-premise to cloud environments
• Monitor cloud service health and proactively identify potential issues before they impact customers

Automation & Tooling

• Contribute to tooling improvements and automation that increase team efficiency and reduce time-to-resolution
• Identify patterns in recurring issues and propose systematic fixes or product improvements
• Comfortable working with AI tools (Claude Code)

Collaboration & Escalation

• Work closely with development teams to escalate confirmed bugs and track resolution
• Participate in cross-regional collaboration with APAC support team

REQUIRED SKILLS & EXPERIENCE

• 2+ years in a 2nd line or application support role for enterprise software
• Good understanding of client-server architecture, databases (SQL Server / PostgreSQL / SQL SAP Anywhere), and networking fundamentals
• Familiarity with ticketing systems (Halo, Zendesk, Jira, or similar) and ITSM workflows
• Ability to read and interpret log files, error traces, and system diagnostics
• Basic scripting knowledge (PowerShell or Python), willingness to develop automation skill
• Experience with maritime industry and maritime software is a plus
• English - professional working proficiency (mandatory)
• German - professional working proficiency (mandatory)

WHAT WE OFFER

• A role with real impact, you will directly support the global maritime industry
• Structured onboarding with a knowledge transfer period alongside the outgoing team member
• Collaboration with an international team across EMEA and APAC
• Opportunity to grow into cloud support and automation specialisation
• Competitive salary and benefits package
• Flexible working arrangements (hybrid or remote, depending on location)