AIS Tech Support Agent

Kpler
Vietnam, Manila
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Communication","Ownership","Empathy","Proactive problem-solving","Relationship building"]

Provide timely, professional technical support to AIS station owners primarily via email (with phone/chat as needed). Troubleshoot connectivity and equipment issues, maintain AIS network health monitoring with observability and alerting, and proactively identify stations experiencing problems. Collaborate to escalate and resolve complex issues, support community contributors with vessel photography and uploads, and help maintain station-owner record integrity while handling operational and community moderation tasks.

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Kpler
Kpler
2 days ago

AIS Tech Support Agent

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Last checked: 8 hours agoStatus: Live

Job Summary

Provide timely, professional technical support to AIS station owners primarily via email (with phone/chat as needed). Troubleshoot connectivity and equipment issues, maintain AIS network health monitoring with observability and alerting, and proactively identify stations experiencing problems. Collaborate to escalate and resolve complex issues, support community contributors with vessel photography and uploads, and help maintain station-owner record integrity while handling operational and community moderation tasks.
Location: Vietnam, Manila
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide technical support to station owners primarily via email, and via phone/chat when needed.
  • •Troubleshoot connectivity and equipment issues, and proactively identify stations that may be offline or experiencing problems.
  • •Monitor AIS network health using observability tools and set alerting mechanisms.
  • •Collaborate internally to escalate and resolve complex issues and maintain station-owner record integrity.
  • •Support AIS community contributors with questions around vessel photography, uploads, and moderate discussions/user-generated content.

Key Requirements

  • •2+ years of experience in a technical support role, preferably in a SaaS/software environment.
  • •Excellent written and spoken English, with the ability to explain technical information clearly to technical and non-technical audiences.
  • •Experience or exposure to AIS, radio systems, or related technologies.
  • •Familiarity with Linux and Windows operating systems, plus a structured approach to troubleshooting and problem solving.
  • •Good understanding of networking fundamentals, including TCP/IP, firewalls, and connectivity.
Experience:2+ yearsSaaSSoftware environmentMaritimeNetworkingRadio systems
Skills:CommunicationOwnershipEmpathyProactive problem-solvingRelationship building
Languages:English
Tech Stack:LinuxWindowsTCP/IPFirewallsIntercomSalesforceObservability tools

Company Brief

Kpler
Provides real-time commodity, shipping and trade intelligence combining satellite, AIS, customs and market data to deliver analytics for energy, dry bulk, petrochemicals, metals and agricultural markets, enabling trading, risk management and market transparency.
Industry: Data Infrastructure
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: Paris, France
Founded: 2014
WebsiteLinkedIn