Technical Support Specialist - Tier 2

Description At Orca AI, we're on a mission to shape the future of the shipping industry through cutting-edge autonomous ship technology. Our solutions empower teams both on the ship and ashore to make informed decisions that dramatically enhance safety, reduce fuel consumption, improve navigation, and minimize environmental impact. We integrate state-of-the-art technologies like computer vision and augmented reality, ensuring that we create solutions that improve operational efficiency and promote safer, greener shipping practices. At Orca AI, we are committed to making a positive difference for both the environment and the people who rely on safe, efficient shipping practices. Join us as we work towards a safer, greener future for the maritime industry. We are looking for Tier 2 Technical Support to join the Tech Ops team - a dynamic and challenging role providing critical technical support to customers. A Tier 2 Technical Support Specialist at Orca AI is responsible for managing deployed systems - including the hardware, software, and networking components, and delivering excellent technical support. Key Responsibilities Provide technical support to customers worldwide: diagnose, troubleshoot and resolve technical incidents in systems installed on maritime platforms (on-board vessels, maritime IoT, sensors, navigation instrumentation). Automate processes and tasks to improve efficiency and reduce the risk of errors. Solve networking technical issues Overseeing new customer installations Deploying SW upgrades Work closely with other teams, such as development, DevOps, QA, and PM, to ensure that systems are aligned with business needs and goals. Support installation and commissioning activities (remote and possibly occasional on-site in Singapore) in coordination with engineering teams. Requirements Residency in Singapore - A must Minimum 3 years of experience in a technical support, systems troubleshooting or field-engineering role (ideally in an embedded systems / instrumentation / maritime-adjacent environment). Excellent understanding of technologies, operating systems, networking (CCNA level), and systems Experience in the Technical support field and working with CRM (Salesforce) Customer-oriented, and capable of providing high levels of client satisfaction Strong knowledge in - Linux and CLI commands Self-motivated, enthusiastic, and able to handle multiple support cases Remote diagnostic experience Excellent English (written and verbal) Team player with a proactive attitude Able to work independently, and from home. Preferred Qualifications Background or orientation towards the maritime industry (shipboard systems, navigation instrumentation, maritime communication networks, vessel operations). Familiarity with NMEA standards (e.g., NMEA 0183, NMEA 2000) and/or certification in NMEA instrumentation/configuration. Hands-on experience with maritime sensors, navigation systems, autopilots, AIS, GNSS receivers or vessel instrumentation. Additional certifications in networking, Linux system, cloud/IoT platforms. Willingness to travel occasionally to installation sites (around Singapore) and work flexible hours as needed to support vessel operations across time zones. What We Offer A dynamic and fully-remote work environment in Singapore, with opportunities to engage in maritime-technology innovation. Collaboration with a multi-disciplinary team of engineers, technicians and product specialists. Professional growth and exposure to the maritime instrumentation and autonomous-vessel domain.