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ShipIn Systems is an AI-powered visual fleet intelligence platform serving the maritime industry. The company helps shipowners and operators reduce operational risk, improve safety, and enhance decision-making through onboard video connected to shore-based teams.
The Senior Support Engineer (Tier 2) is a senior technical professional responsible for both technical escalations and service tools development. This role bridges complex system and network issues with innovative solutions to improve service delivery.
Technical Escalations: Resolve complex system and network issues beyond Tier 1 scope, perform detailed Root Cause Analysis (RCA), and ensure stability, performance, and scalability of maritime surveillance and AI-enabled solutions. This includes customer-facing interactions, both remote and on-site as needed.
Service Tools Development: Analyze service needs and translate them into new tools and solutions (preferably AI-based) that improve service KPIs and enhance customer experience. Participate in architectural decision-making and continuous improvement initiatives.
Key Responsibilities:
- Act as Tier 2 escalation support for complex or recurring issues
- Perform detailed RCA and drive permanent corrective and preventive actions
- Participate in customer project kick-off meetings, providing guidance on network and system architecture, capacity planning, and security
- Design, review, and validate network architectures (routing, switching, VLANs, VPNs) supporting IP cameras and AI workloads
- Analyze system and network performance and implement measurable improvements
- Communicate technical findings to management; produce clear reports on incidents, risks, and optimization opportunities
- Support research and evaluation of new technologies, including proof-of-concept testing
- Define standards, documentation, and troubleshooting practices for operational teams
- Contribute to development of tools and solutions that improve service efficiency and customer satisfaction
- Provide technical guidance and mentorship to Tier 1 engineers and stakeholders
Requirements:
- 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
- Proven ability to troubleshoot complex, multi-layer connectivity and performance issues
- Experience with IP video surveillance systems and bandwidth-intensive applications
- Familiarity with Grafana, Jira, and Slack, or equivalent tools
- Excellent analytical, documentation, organizational, and time-management skills
- Highly structured, detail-oriented, and methodical approach to problem-solving
- Strong multitasking capabilities with ability to manage multiple cases in parallel
- Strong ownership mindset and sense of accountability
- Excellent communication skills with both technical and non-technical stakeholders
- Fluent English
- Maritime industry experience is a strong plus
