Senior Support Engineer

Role overview

Senior Support Engineer at Solverminds Solutions and Technologies

Required qualifications

• Working knowledge of the full liner business cycle, or clear command of at least one vertical workflow to explain / train.
• Experience with ERP systems; JIRA or an equivalent ticketing tool is a must.

Preferred qualifications and skills

• Bachelor's degree in a related field preferred.
• 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.

Employment details

• Location: Chennai [Tamil Nadu] [India]

Application details

• 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.
• 5+ preferred in application / functional support, ideally as a super-user of a liner or maritime application.

Additional role details

• 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.
• 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.
• Strong analytical and problem-solving skills.
• Familiarity with ITIL practices (incident, problem, request) and knowledge management; experience working to SLAs.
• 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.