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Kpler

Posted 20 days ago

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AIS Tech Support Agent

VietnamRemoteFull-time

AI Summary

Provides technical support to AIS station owners, troubleshooting connectivity and equipment issues, monitoring network health, and engaging with the AIS community to ensure data integrity and a safe environment.

About this role

Help keep Kpler’s AIS Network connected and performing.

Kpler’s AIS Network is powered by a global community of station owners who operate AIS stations and contribute vessel data to the network. This data is a fundamental ingredient in Kpler’s products, helping provide greater visibility into maritime activity and supporting safer navigation.

As an AIS Tech Support Agent, you’ll play an important role in keeping this network healthy. You’ll provide technical support to station owners, troubleshoot connectivity and equipment issues, and proactively identify stations that may be offline or experiencing problems before the owner even contacts us.

You’ll also interact with the wider AIS community, supporting contributors with questions around vessel photography, uploads and community content.

This is a role for someone who combines technical curiosity with excellent communication and genuine care for people - someone who enjoys solving problems, taking ownership and helping others get the most out of the technology they rely on.

Your future position

  • Provide timely and professional technical support to customers mainly via email, but phone, and chat channels could be an option too.
  • Collaborate internally to escalate and resolve complex issues.
  • Proactive reach out to contributors, based on observed issues that owners might not be aware of with an aim to optimise performance and minimise risk of outages.
  • Overall AIS Network Health monitoring utilising observability tools and set alerting mechanisms.
  • Maintain and update station owner records and is in a position to ensure related data integrity.
  • Utilise exposure to the community to provide suggestions and ideas for improvement to the team.
  • Handle logistics and issues of operational nature.
  • Moderate discussions and user-generated content (including rating photos) to maintain a respectful and safe community environment
  • Address and resolve conflicts or issues within the community

    • Experience & Background

  • 2+ years of experience in a technical support role, preferably within a SaaS or software environment.
  • Excellent written and spoken English, with the ability to explain technical information clearly and concisely to both technical and non-technical audiences.
  • Experience or exposure to AIS, radio systems or related technologies.
  • Familiarity with Linux and Windows operating systems.
  • Hands-on experience troubleshooting technical issues and a structured approach to problem solving.
  • Good understanding of networking fundamentals, including TCP/IP, firewalls and connectivity.

    • Desirable:

  • Basic knowledge of photography

  • Experience with Intercom and Salesforce

    • Behavioural Competencies:

  • You take ownership of problems and follow them through to resolution.
  • You combine technical problem-solving with empathy and a genuine desire to help people.
  • You communicate clearly and professionally, particularly when explaining technical issues.
  • You are proactive and comfortable identifying problems rather than simply waiting for someone to report them.
  • You enjoy learning new technologies and are comfortable investigating issues you haven't encountered before.
  • You build positive relationships with customers, station owners and community members, including in challenging situations.

    • Skills

    AISEmail/chat SupportFirewallsIntercomLinuxNetworking FundamentalsObservability ToolsSaaS SupportSalesforceTCP/IPTroubleshootingWindows

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