Senior Support Engineer

About ShipIn
ShipIn Systems is redefining how the maritime industry understands, manages, and reduces operational risk. Our AI-powered visual fleet intelligence platform connects onboard video with shore-based teams, turning everyday vessel operations into actionable insight that helps prevent incidents before they escalate.
We work with many of the world’s leading shipowners and operators to bring greater visibility, accountability, and learning into daily operations at sea. The result is safer crews, stronger performance, and smarter decision-making across global fleets.
If you’re drawn to complex, real-world industries and want to build technology that changes behavior and improves safety at scale, join us.
About the role
The Tier 2 IT Engineer is the senior technical professional responsible for both technical escalations and service tools development.
Technical Escalations: The main focus is resolving complex system and network issues, performing Root Cause Analysis (RCA), and ensuring the stability, performance, and scalability of maritime surveillance and AI-enabled solutions. This responsibility includes customer-facing interactions, both remotely and on-site, as needed.
Service Tools Development: The main focus is analyzing service needs and translating them into new service tools and solutions (preferably AI-based or similar) that will enable the team to improve service KPIs and enhance the overall customer experience and satisfaction with our service levels.
This role plays a key part in architectural decision-making, technical governance, and continuous improvement, while providing expert guidance to Tier 1 engineers, project teams, and management.
Key Responsibilities
Act as Tier 2 escalation support, resolving complex or recurring issues beyond the scope of Tier 1.
Perform detailed Root Cause Analysis (RCA) and drive permanent corrective and preventive actions.
Participate in project kick-off meetings with customers, providing guidance on network and system architecture, capacity planning, and security requirements.
Design, review, and validate network architectures, including routing, switching, VLANs, and VPNs, supporting IP cameras and AI workloads.
Analyze system and network performance and implement measurable improvements.
Communicate technical findings to management and produce clear, structured reports on incidents, risks, and optimization opportunities.
Support the research and evaluation of new technologies and equipment, including proof-of-concept testing.
Define standards, documentation, and troubleshooting practices for operational teams.
Analyze service needs and contribute to the development of tools and solutions that improve service efficiency and customer satisfaction.
Provide technical guidance and mentorship to Tier 1 engineers and other relevant stakeholders.
Qualifications
6+ years of experience as an IT or Support Engineer working with complex, multidisciplinary products and systems.
Advanced knowledge of networking concepts, including TCP/IP, routing, switching, VLANs, and 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 the ability to manage multiple cases in parallel while maintaining effective follow-up and prioritization.
Strong ownership mindset and sense of accountability.
Excellent communication skills, with the ability to communicate effectively with both technical and non-technical stakeholders.
Fluent English.
Maritime industry experience is a strong plus.
📍 This position is open to candidates based in India or Pakistan.

Work arrangement
Yes