Tier 2 Technical Support Engineer – Marine Systems, Singapore

About the role

Orca AI is looking for a Tier 2 Technical Support Engineer based in Singapore to support its systems installed on customer vessels. The role combines technical troubleshooting, customer communication, remote installation support and regular visits to vessels calling at Singapore. You will work closely with customer IT teams, vessel crews, service engineers and the global Technical Operations team, with vessel visits typically two to three times per week.

Key responsibilities

• Investigate and resolve Tier 2 support tickets covering system hardware, software, connectivity and integrations.
• Work with customer IT teams to troubleshoot vessel networks, VSAT connectivity, firewall rules, VPN access and related configurations.
• Support remote installations and maintenance, coordinating with service engineers onboard and validating that the system works correctly.
• Visit vessels in Singapore ports to diagnose issues, perform maintenance and support installations.
• Collect logs and technical evidence, document findings and escalate complex issues to Tier 3 or Engineering with a clear diagnosis.
• Take part in an on-call rotation and track cases through resolution, keeping customers and internal teams informed.

Required profile

• Several years of hands-on experience in technical support, field service, systems engineering or a similar role.
• Ability to travel regularly to Singapore ports, board vessels safely and carry out hands-on work onboard 2-3 times per week.
• Willingness to work independently in Singapore while collaborating with a distributed global team.
• English as mother tongue; Traditional Chinese is an advantage.

Required skills

• Strong Linux troubleshooting, including command-line diagnostics, services, logs and network configuration.
• Solid networking knowledge: IP addressing, routing, DNS, firewalls, VPNs and connectivity over VSAT or other constrained links.
• Familiarity with NMEA data and marine equipment integrations.
• Advantageous: NMEA certification or training in marine electronics, experience with NMEA 0183 and NMEA 2000, and experience installing or supporting onboard computers, cameras, sensors, network equipment or bridge systems.