Job Description: Responsibilities • Support and troubleshoot Software Applications • Manage customer cases/issues through to resolution • Verify, reproduce and isolate faults in software, as reported by the Customers • Answer customer queries with detailed investigation and clear communication to provide answers using reference materials such as product manuals, case management tools, Confluence, product release notes, and other Kaleriss resources. • Serve as customer advocate throughout the customer lifecycle • Must be willing to work in shift based on business needs • Apply analytical thinking and strong technical troubleshooting skills • Learn and adopt new technologies and services • Be part of a global 24x7 on-call duty roster to manage and address critical (P1) issues • Perform account management tasks such as case reviews, customer conference calls and assisting with project go-lives • Travel as needed and work extended hours under tight deadlines when required Requirements • Education • Engineering Degree (B.E / B.Tech) in Computer Science or IT related disciplines with CGPA of 7.5 or higher • Experience • 5-8 years of experience in Technical / Product support (Application Support), including at least 3 years supporting enterprise software solutions • Experience in container terminal, shipping, or logistics industries preferred. • Exposure to container terminal automation is a plus. • Technical Skills • Strong analytical and technical troubleshooting skills across various applications and technologies like ActiveMQ or Kafka. • Hands-on experience with JAVA, XML, Apache and client-server applications. • Knowledge and experience in coding with Core Java/Groovy is advantageous • Familiarity with MS SQL Server, Oracle, Java frameworks (Spring, Hibernate, J2EE) • Understanding of relational database structures and web-based enterprise solutions • Knowledge of diagnostic tools like Hyperic and transformation tools like Xenos/OpenText. • Soft Skills • Excellent written and verbal communication in English. • Strong Customer Service orientation • Detail-oriented, self-motivated and assertive communicator • Demonstrated ability to lead and drive resolution of complex and/or critical customer issues, providing technical guidance and direction to the Support Team under high-pressure situations. • Serve as a role model and mentor to the broader team, consistently exhibiting professionalism, accountability, and a customer-first mindset in all interactions. Ability and willingness to work in shifts and collaborate in virtual teams across locations • Leadership, time management and organizational skills Kaleris is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.