Senior Support Engineer

ShipIn Systems is transforming the maritime industry by leveraging AI-powered visual fleet intelligence to enhance operational risk management. Our platform integrates onboard video with shore-based teams, converting routine vessel operations into actionable insights that help prevent incidents before they escalate. We collaborate with leading shipowners and operators worldwide to improve visibility, accountability, and learning in daily maritime operations. This results in safer crews, stronger performance, and smarter decision-making across global fleets. If you are passionate about working in complex, real-world industries and want to develop technology that drives behavioral change and improves safety on a large scale, this role offers an exciting opportunity.

Key Responsibilities

- Serve as Tier 2 escalation support by resolving complex or recurring technical issues that exceed the scope of Tier 1 engineers.
- Conduct thorough Root Cause Analysis (RCA) and implement permanent corrective and preventive measures to enhance system reliability.
- Engage in project kick-off meetings with customers, providing expert advice on network and system architecture, capacity planning, and security requirements.
- Design, review, and validate network architectures, including routing, switching, VLANs, and VPNs, to support IP cameras and AI workloads effectively.
- Monitor and analyze system and network performance, recommending and implementing measurable improvements.
- Communicate technical findings clearly to management and produce structured reports on incidents, risks, and optimization opportunities.
- Support research and evaluation of new technologies and equipment, including conducting proof-of-concept testing.
- Establish standards, documentation, and troubleshooting practices for operational teams to ensure consistent service quality.
- Analyze service requirements and contribute to the development of innovative tools and solutions, preferably AI-based, to improve service KPIs and enhance customer satisfaction.
- Provide technical guidance and mentorship to Tier 1 engineers and collaborate with project teams and management on architectural decisions and continuous improvement initiatives.

Required Qualifications

- Minimum of 6 years’ experience as an IT or Support Engineer working with complex, multidisciplinary products and systems.
- Advanced understanding of networking concepts such as TCP/IP, routing, switching, VLANs, and VPNs.
- Strong proficiency with Linux-based server environments.
- Demonstrated ability to troubleshoot complex, multi-layer connectivity and performance issues.
- Experience working with IP video surveillance systems and bandwidth-intensive applications.
- Familiarity with tools like Grafana, Jira, and Slack or their equivalents.
- Excellent analytical, documentation, organizational, and time-management skills.
- Highly structured, detail-oriented, and methodical approach to problem-solving.
- Ability to multitask effectively, managing multiple cases simultaneously while maintaining prioritization and follow-up.
- Strong ownership mindset with a high degree of accountability.
- Excellent communication skills, capable of engaging both technical and non-technical stakeholders.
- Fluency in English is required.

Preferred Qualifications and Additional Information

- Experience in the maritime industry is highly desirable.
- This position is open to candidates based in India or Pakistan.

This role offers the chance to work at the intersection of cutting-edge technology and maritime safety, contributing to solutions that have a real impact on global fleet operations. If you are driven by technical challenges and eager to make a difference in a dynamic environment, ShipIn Systems welcomes your application.