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Provide Tier 2 technical support for systems installed on customer vessels. Troubleshoot hardware, software, Linux systems, networks, VSAT connectivity, firewalls, VPNs, and marine equipment integrations. Support remote installations, coordinate with onboard engineers and vessel crews, visit Singapore ports two to three times weekly, document technical findings, escalate complex issues, and participate in on-call support.
Description
Orca AI is looking for a Tier 2 Technical Support Engineer based in Singapore to support our systems installed on customer vessels. This is a hands-on role combining technical troubleshooting, customer communication, remote installation support, and regular visits to vessels calling at Singapore.
You will work closely with customer IT teams, vessel crews, service engineers, and Orca AI’s global Technical Operations team to resolve issues and keep systems operating reliably. We expect vessel visits to be a regular part of the role, typically two to three times per week, depending on vessel schedules and support needs.
Responsibilities
- Investigate and resolve Tier 2 support tickets involving system hardware, software, connectivity, and integrations.
- Work directly with customer IT teams to troubleshoot vessel networks, VSAT connectivity, firewall rules, VPN access, and related configurations.
- Support remote installations and maintenance activities, including coordination with service engineers onboard and validation that the system is working correctly.
- Visit vessels in Singapore ports to diagnose issues, perform maintenance, and support installations when hands-on work is needed.
- Collect logs and technical evidence, document findings clearly, and escalate complex issues to Tier 3 or Engineering with a useful diagnosis.
- Participate in an on-call rotation to support installation and operational needs outside standard working hours.
- Track cases through resolution and keep customers and internal teams informed of progress.
- Several years of hands-on experience in technical support, field service, systems engineering, or a similar role.
- Strong Linux troubleshooting skills, including command-line diagnostics, services, logs, and network configuration.
- Solid networking knowledge, including IP addressing, routing, DNS, firewalls, VPNs, and troubleshooting connectivity over VSAT or other constrained links.
- Familiarity with NMEA data and marine equipment integrations.
- Ability to troubleshoot methodically, communicate clearly with technical and nontechnical stakeholders, and take ownership of a case through resolution.
- Willingness and ability to travel regularly to Singapore ports, board vessels safely, and carry out hands-on technical work onboard, 2-3 times a week.
- Ability to work independently in Singapore while collaborating with a distributed global team.
- English as mother tongue, Traditional Chinese - Advantage.
Advantageous experience
- NMEA certification or formal training in marine electronics.
- Experience with maritime systems and the practical realities of working with vessel crews and customer IT teams.
- Experience with NMEA 0183 and NMEA 2000, including troubleshooting data feeds and device connections.
- Experience installing or supporting onboard computers, cameras, sensors, network equipment, or bridge systems.
- Experience supporting commercial vessels and coordinating access around port calls and tight vessel schedules.
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