Senior Support Engineer (Tier 2 IT Engineer)

About the role

ShipIn Systems builds an AI-powered visual fleet intelligence platform that connects onboard video with shore-based teams, helping shipowners and operators reduce operational risk. The Tier 2 IT Engineer is the senior technical professional responsible for both technical escalations and service tools development, playing a key part in architectural decisions, technical governance and continuous improvement, and giving expert guidance to Tier 1 engineers, project teams and management.

Key responsibilities

• Resolve complex or recurring issues beyond the scope of Tier 1, perform detailed Root Cause Analysis (RCA) and drive permanent corrective and preventive actions
• Take part in customer project kick-offs, advising on network and system architecture, capacity planning and security requirements
• Design, review and validate network architectures (routing, switching, VLANs, VPNs) supporting IP cameras and AI workloads
• Analyze system and network performance and implement measurable improvements
• Communicate technical findings to management and produce structured reports on incidents, risks and optimization opportunities
• Support 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 help develop tools and solutions that improve service efficiency and customer satisfaction
• Mentor Tier 1 engineers and other stakeholders

Required profile

• 6+ years of experience as an IT or Support Engineer with complex, multidisciplinary products and systems
• Proven ability to troubleshoot complex, multi-layer connectivity and performance issues
• Strong analytical, documentation, organizational and time-management skills; highly structured and methodical
• Excellent communication with technical and non-technical stakeholders; fluent English
• Maritime industry experience is a strong plus

Required skills

• Advanced networking: TCP/IP, routing, switching, VLANs, VPNs
• Linux-based server environments
• IP video surveillance systems and bandwidth-intensive applications
• Familiarity with Grafana, Jira and Slack, or equivalent tools