Senior Support Engineer

About the role

The Senior Support Engineer (Tier 2 IT Engineer) is responsible for handling complex technical escalations and developing service tools for ShipInShipIn's AI‑powered maritime surveillance platform. The role involves both customer‑facing support and the creation of AI‑based solutions to improve service KPIs and customer satisfaction.

Key responsibilities

• Act as Tier 2 escalation point, resolving complex or recurring system and network issues beyond Tier 1 scope.
• Perform detailed Root Cause Analysis (RCA) and drive permanent corrective and preventive actions.
• Participate in project kick‑off meetings, advising on network architecture, capacity planning, and security requirements.
• Design, review, and validate routing, switching, VLAN, and VPN architectures supporting IP cameras and AI workloads.
• Analyze system and network performance, implement measurable improvements, and produce structured incident and risk reports.
• Support research, proof‑of‑concept testing of new technologies, and define standards and documentation for operational teams.
• Develop service tools and solutions that enhance efficiency and customer satisfaction.
• Provide technical guidance and mentorship to Tier 1 engineers and other stakeholders.

Required profile

• 6+ years of experience as an IT or Support Engineer working with complex, multidisciplinary products and systems.
• Advanced knowledge of networking concepts (TCP/IP, routing, switching, VLANs, VPNs).
• Strong experience with Linux‑based server environments and troubleshooting multi‑layer connectivity issues.
• Excellent analytical, documentation, organizational, and time‑management skills.
• Fluent English; maritime industry experience is a strong plus.

Required skills

• TCP/IP, routing, switching, VLANs, VPNs
• Linux server administration
• IP video surveillance systems
• Grafana, Jira, Slack (or equivalent tools)