Senior Support Engineer

• Act as the first line of functional support for the assigned vertical, minimising escalation of queries to developers. • Own all tickets raised in JIRA end-to-end — provide first-level functional resolution and manage each ticket's lifecycle, prioritisation, status and customer communication within SLA. • Reproduce, diagnose and resolve functional and configuration issues; escalate to technical / L3 only items that need bug fixing, code changes or production data-level fixes — with full context and the steps already tried. • Meet agreed response and resolution SLAs; flag at-risk tickets early and follow the escalation procedure strictly. • Document, manage and share critical application and industry knowledge — troubleshooting steps, SOPs, FAQs and knowledge-base articles — to drive first-time-fix and ticket deflection. • Use the available support and AI knowledge tools (e.g. the LRP support assistant) to speed diagnosis and guide users. • Continuously assess product and training gaps in the allocated vertical and provide structured feedback for improvement. • Collaborate with the Training team to close documentation gaps; review ticket trends and recommend training and root-cause actions. • Participate actively in rotational cross-training for comprehensive functional (and basic technical) coverage. • Where the engagement is 24×7, work a rotational shift pattern with clean shift handovers. Requirements Proficiency in English, with excellent communication and presentation skills. • Bachelor's degree in a related field preferred. • 5+ preferred in application / functional support, ideally as a super-user of a liner or maritime application. • Working knowledge of the full liner business cycle, or clear command of at least one vertical workflow to explain / train. • Strong analytical and problem-solving skills. • Familiarity with ITIL practices (incident, problem, request) and knowledge management; experience working to SLAs. • Experience with ERP systems; JIRA or an equivalent ticketing tool is a must. • Basic SQL / data-investigation ability is an advantage for faster diagnosis. • Ability to prepare reports and present the case to customers. • Ability to give and accept critical feedback for self-improvement. • Consistent work track record (no frequent job changes). • Expert knowledge of Liner Ship Management is advantageous. PREFERRED EXPERIENCE • Prior involvement with the LRP application. • Hands-on experience as a functional expert. • Knowledge of shipping processes and industry-specific software applications. • Experience supporting users from diverse cultural backgrounds. • Experience in a dedicated and / or 24×7 client-support model. KEY PERFORMANCE INDICATORS • SLA attainment — response and resolution within target. • First-time-fix and ticket-deflection rates; a controlled escalation rate to L3. • Quality and completeness of escalations (diagnosis, steps, context). • Knowledge-base contributions and documentation upkeep. • Customer satisfaction (CSAT) for application support. PERSONAL ATTRIBUTES • Strong customer-oriented mindset with an exceptional service focus. • Ability to prioritise tasks effectively in a fast-paced environment. • Strong teamwork, collaboration and interpersonal skills. • Continuous learner — adaptable and proactive. • Detail-oriented with strong organisational skills. • Immediate joining preferred; maximum notice period of 30 working days.