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2nd Line Support Engineer

Location: Rostock, Germany / Rotterdam, Netherlands / Szczecin or Gdynia, Poland

Start date: Today

Team: Customer Care ShipManager

Reports to: Customer Care Team Lead, EMEA

Build the systems that keep ships moving.

At CFARER, we create software that helps crews and offices work in rhythm.

Our promise is simple: making maritime life easier.

 

The role

We are looking for an experienced 2nd Line Support Engineer to join our Customer Care team supporting maritime software products – both on-premise deployments and cloud-hosted solutions. You will be the primary point of escalation for complex technical issues raised by shipping companies, fleet managers, and port operators worldwide, working closely with product development and implementation teams. 

This role is a direct replacement within the EMEA ShipManager team and carries responsibility for an established portfolio of long-standing customer relationships. The successful candidate will complete a structured handover and build deep product knowledge across the full ShipManager product suite. 

What you are responsible for

Customer Support 

  • Act as 2nd line escalation for technical issues across on-premise and cloud products 

  • Investigate, diagnose, and resolve software defects, configuration issues, and integration failures 

  • Manage and prioritise a personal ticket queue ensuring timely resolution and clear customer communication 

  • Coordinate with 1st Line support to ensure smooth ticket escalation and resolution flow 

  • Maintain and update knowledge base articles and resolution documentation 

  • Provide technical support for ShipManager on-premise installations (Windows Server, SQL Server, network configuration) 

  • Assist customers during migration from on-premise to cloud environments

 

Automation & Tooling 

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  • Contribute to tooling improvements and automation that increase team efficiency and reduce time-to-resolution 

  • Identify patterns in recurring issues and propose systematic fixes or product improvements 

  • Comfortable working with AI tools (Claude Code)

 

Collaboration & Escalation 

  • Work closely with development teams to escalate confirmed bugs and track resolution 

  • Participate in cross-regional collaboration with APAC support team 

What you bring

  • 2+ years in a 2nd line or application support role for enterprise software

  • Good understanding of client-server architecture, databases (SQL Server / PostgreSQL / SQL SAP Anywhere), and networking fundamentals 

  • Familiarity with ticketing systems (Halo, Zendesk, Jira, or similar) and ITSM workflows 

  • Ability to read and interpret log files, error traces, and system diagnostics 

  • Basic scripting knowledge (PowerShell or Python), willingness to develop automation skill 

  • Experience with maritime industry and maritime software is a plus 

  • English – professional working proficiency (mandatory) 

  • German – professional working proficiency (mandatory) 

What we offer

  • A role with real impact: You will directly support the global maritime industry 

  • Structured onboarding with a knowledge transfer period alongside the outgoing team member 

  • Collaboration with an international team across EMEA and APAC 

  • Opportunity to grow into cloud support and automation specialisation 

  • Competitive salary and benefits package 

  • Flexible working arrangements (hybrid or remote, depending on location) 

Why CFARER

CFARER provides a work environment driven by strong leadership, professional growth, and a healthy work-life balance. We use modern tools and embrace digital opportunities that help us scale and innovate.

Apply now:

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