Enterprise Customer Success Manager, Brazil (Remote)
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Orca AI develops artificial intelligence and computer vision systems for the maritime, transport, and logistics industries. Its SeaPod and FleetView products support autonomous shipping by improving crew situational awareness, automating lookout functions, and delivering real-time operational insights. The company focuses on helping shipping operators make safer navigational decisions, improve efficiency, and advance more sustainable maritime operations.
Tier 2 Technical Support Engineer - Singapore (Hybrid)
Provide Tier 2 technical support for Orca AI systems installed on customer vessels. Support maritime customers through Singapore port visits, remote installations, and collaboration with the global Technical Operations team.
Description
- Resolve Tier 2 support cases involving hardware, software, connectivity, and system integrations
- Partner with customer IT teams to troubleshoot vessel networks, VSAT links, firewall policies, VPN access, and related configurations
- Support remote installations and maintenance by coordinating with onboard service engineers and confirming system performance
- Visit vessels in Singapore ports to investigate faults, complete maintenance, and assist with installations requiring hands-on support
- Gather logs and technical evidence, document findings, and escalate complex cases to Tier 3 or Engineering with a clear diagnosis
- Join an on-call rotation covering installation and operational requirements outside standard working hours
- Manage support cases through resolution while keeping customers and internal stakeholders updated
- Coordinate with customer IT teams, vessel crews, service engineers, and Orca AI’s global Technical Operations team
- Visit vessels regularly, typically two to three times per week according to vessel schedules and support demands
Requirements
- Several years of practical experience in technical support, field service, systems engineering, or a comparable position
- Strong Linux troubleshooting ability, including command-line diagnostics, services, logs, and network configuration
- Solid networking expertise covering IP addressing, routing, DNS, firewalls, VPNs, and connectivity troubleshooting over VSAT or other constrained links
- Familiarity with NMEA data and marine equipment integrations
- A methodical troubleshooting approach, clear communication with technical and nontechnical stakeholders, and ownership of cases through resolution
- Willingness and ability to travel regularly to Singapore ports, board vessels safely, and perform hands-on technical work onboard two to three times per week
- Ability to work independently in Singapore while collaborating with a distributed global team
- Native-level English proficiency
- Traditional Chinese is an advantage
- NMEA certification or formal training in marine electronics is advantageous
- Experience with maritime systems and the practical demands of working with vessel crews and customer IT teams is advantageous
- Experience with NMEA 0183 and NMEA 2000, including troubleshooting data feeds and device connections, is advantageous
- Experience installing or supporting onboard computers, cameras, sensors, network equipment, or bridge systems is advantageous
- Experience supporting commercial vessels and coordinating access around port calls and demanding vessel schedules is advantageous
Benefits
- Participation in an on-call rotation supporting installation and operational requirements outside standard working hours
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