L2 Technical Support

About the Role:

We are looking for a seasoned L2 Technical Support Specialist to join the CargoMate team at Hapag-Lloyd. CargoMate is our innovative port call optimization solution, providing real-time cargo operation insights directly from container vessels.

As part of the L2 Support team, you will be the key liaison between ship crew members and technical teams, helping ensure the smooth functioning of mobile and web applications onboard.

Key Responsibilities:

• Respond to support messages and resolve issues raised by ship crew teams in a timely manner
• Utilize Mobile Device Management (MDM) tools to roll out policies, push updates, and manage devices remotely
• Handle SIM card provisioning and manage connectivity through global network providers; be aware of potential connectivity challenges at sea
• Communicate effectively with crew members to diagnose and resolve application issues onboard
• Identify and troubleshoot local network challenges or outages due to lack of partner coverage
• Troubleshoot hardware peripherals such as OTG cables, USB drives, and charging problems
• Collaborate with stakeholders and technical teams to ensure issue resolution and knowledge sharing
• Maintain and update Standard Operating Procedures (SOPs) for recurring issues
• Track and document known issues with service providers across geographies
• Perform root cause analysis using device logs, crew feedback, and error reports
• Prepare concise issue summaries for L3 escalations with supporting evidence
• Maintain accurate and timely updates in ticketing systems, including logs, user feedback, and issue resolution status
• Provide regular updates to internal teams and escalate unresolved issues as needed

Required Skills:

• Ability to support application installation, updates, and configuration management on mobile devices (Android/iOS)
• Proficiency in MDM platforms such as Hexnode MDM, Microsoft Intune etc.
• Understanding of network configurations, particularly TCP/IP, Wi-Fi, VPN, APN
• Knowledge on operating systems like Windows, Linux and their scripts
• Knowledge of using remote support tools like TeamViewer, AnyDesk etc.
• Working knowledge of bug tracking tools like ServiceNow, Jira, Freshdesk, Zendesk
• Experience reproducing issues in emulated or physical test environments
• Troubleshooting issues based on server error logs
• Ability to synthesize data from multiple sources (logs, user feedback, error messages) to identify root causes

Nice to Have:

• Previous experience in the maritime or logistics sector
• Crew Management systems
• Knowledge of BAPLIE