Senior Support Engineer

ShipIn Systems is at the forefront of transforming the maritime industry by enhancing how operational risks are understood, managed, and minimized. Our AI-driven visual fleet intelligence platform integrates onboard video with shore-based teams, converting routine vessel operations into actionable insights that help prevent incidents before they escalate. Collaborating with leading shipowners and operators worldwide, we bring greater visibility, accountability, and learning to daily maritime operations, resulting in safer crews, improved 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 Tier 1 capabilities.
- Conduct thorough Root Cause Analysis (RCA) and implement permanent corrective and preventive measures.
- Engage in project kick-off meetings with customers, offering 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.
- Analyze system and network performance metrics and drive measurable improvements to enhance stability and scalability.
- Communicate technical findings clearly to management and prepare structured reports covering 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 protocols for operational teams to ensure consistent service quality.
- Analyze service requirements and contribute to the development of innovative tools and solutions, preferably AI-based, aimed at improving service KPIs and customer satisfaction.
- Provide technical guidance and mentorship to Tier 1 engineers, project teams, and other stakeholders to foster continuous improvement and knowledge sharing.

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 effectively.
- Experience working with IP video surveillance systems and bandwidth-intensive applications.
- Familiarity with tools such as 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 efficiently, managing multiple cases simultaneously while maintaining prioritization and follow-up.
- Strong ownership mindset with a high level of accountability.
- Exceptional communication skills, capable of engaging both technical and non-technical audiences.
- Fluency in English is essential.

Preferred Qualifications and Additional Information

- Experience in the maritime industry is considered a strong advantage.
- This position is open to candidates based in India or Pakistan.

This role offers the chance to work at the intersection of cutting-edge AI technology and maritime operations, contributing directly to safer and smarter fleet management worldwide. If you are driven by technical challenges and thrive in a dynamic environment, ShipIn Systems invites you to be part of our innovative team.