Tier 2 Technical Support Engineer (Maritime)
About the role Captain's Eye Asia is looking for a Tier 2 Technical Support Engineer based in Singapore to support maritime AI systems installed on commercial 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 a global Technical Operations team to resolve issues and keep systems operating reliably. Vessel visits are 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.
Requirements
- At least 3 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 non-technical stakeholders, and take ownership of a case through resolution.
- Able to travel to Singapore ports 2 to 3 times a week, board vessels safely, and carry out hands-on technical work onboard.
- Ability to work independently in Singapore while collaborating with a distributed global team.
Advantageous experience
- NMEA certification or formal training in marine electronics.
- Experience with maritime systems and 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.