As a Veson Nautical Services Technical Consultant you will function as the primary technical contact on client projects and engagements. You will own project specific tasks from beginning to end, communicating with the client to gather requirements and get sign-off, including customization of standard reports, and other project tasks.
You will provide technical support for the world’s leading developer of commercial maritime shipping software, assisting clients via phone, email, web sessions, and in person. You will manage and document daily reported issues in our bug tracking system. You will collaborate with consulting and project management resources to execute client engagements. As an SME on our platform you will liaise closely with our Infrastructure and Engineering departments to drive efficient solutions that contribute to employee and customer success.

EDUCATION AND EXPERIENCE REQUIREMENTS

• 3-5 years software support experience and/or delivering end to end software implementations, integrations and training
• B.A. or B.S. – preferably in engineering or IT
• Maritime industry knowledge
• Experience working with XPATH and XSLT transformations as well as JSON.
• Demonstrated planning and organizing skills
• Analytical thinking and attention to details
• Demonstrated ability to complete successful projects with development, quality assurance, and advanced technical resources
• Experience with context-switching between customers and products
• Systems administration experience with Microsoft’s web stack, including Windows Server and SQL Server.
• Exposure to SaaS and IaaS, especially on AWS or Azure.

Knowledge, Skills and Abilities Required

• Passion for real-time problem solving and troubleshooting complex problems
• Excellent oral and written communication skills; ability to negotiate, influence and gain consensus with strong interpersonal skills
• Excellent written and spoken English
• Desire to work in fast-paced, entrepreneurial setting
• Client-service mindset; capability to constructively interact with external clients
• Familiarity with Atlassian (JIRA) or another defect tracking tool a plus
• Familiarity with SaaS software and Web programs, including web API a plus
• Interest in automation, ability to script away manual processes in the language of your choice (PowerShell, Python)
• Comfortable working collaboratively with engineers, operations, and support professionals
• Comfortable working with SQL to query data
• Familiarity with XML especially when used in ETL processes
• Comfortable troubleshooting enterprise system integrations
• Willing to share knowledge and work closely with other team memberss

• Works in client projects, being the main contact for technical aspects including reports customization, master data upload and integration in new client projects and migrations.
• Provides training to other members in the PS organization on technical topics.
• Write transformations (using XSLT) to convert file formats and updates.
• Acts as a second level for technical problems assisting the TS organization.
• Collaborate independently and within teams to diagnose technical issues at a Subject Matter Expertise level
• Consistently provide excellent customer service
• Navigate and execute within our Atlassian tool sets JIRA Service Desk, JIRA Software, and Slack
• Regularly communicate with management, both verbally and in writing, on status of initiatives in a professional and understandable manner
• Communicate with customers at all levels of the organization
• Diagnoses login, application, email, hardware, performance, and advanced connectivity issues, provides reasonable and accurate estimates of time to completion
• Creates and maintains documentation and training materials, using standard templates
• Manages priorities with minimal guidance
• Researches and recommends solutions to enhance experiences for employees (internal tool sets/technical debt) and customers
• Managing JIRA cases and following runbooks to complete Client requests
• Attention to detail and able to follow detailed instructions