Software Support Engineer

Job Title

Software Support Engineer

Job Description

Software Engineer I |Hong Kong| Full Time

Job Summary:

The Software Support Engineer is responsible for providing IT operational and technical support for the Baggage Handling System (BHS) software at Hong Kong International Airport (T1). The role involves monitoring, maintaining, and troubleshooting the system’s software components to ensure smooth baggage flow and system availability. The engineer will work closely with other support teams, vendors, and airport operations to resolve incidents, implement system updates, and ensure the system is healthy.

Key Responsibilities:

System Monitoring & Health Check

• Perform daily system health checks to ensure the BHS software, databases, and interfaces are operating correctly.

• Monitor system performance and logs to detect anomalies, performance issue, or potential failures.

• Validate communication between subsystems and ensure data consistency across all integration systems.

Incident & Problem Management

• Investigate and troubleshoot system issues, analyzing XML data, Java logs, and WebLogic server logs to identify root causes.

• Escalate and coordinate with the Helpdesk, vendors, or other support teams for issues requiring higher-level support.

• Prepare detailed incident and problem reports, including root cause analysis and corrective/preventive actions.

• Ensure incidents are resolved within the agreed SLA and maintain proper documentation in the ticketing system.

System Maintenance & Change Management

• Plan, coordinate, and execute system maintenance activities, including backups, log archiving, and cleanup tasks.

• Support system upgrades, patches, and software enhancements in collaboration with the project or development teams.

• Participate in testing activities for new releases, patches, and configuration changes prior to deployment in the production environment.

Database & Middleware Administration

• Perform basic Oracle Database maintenance and monitoring to ensure database health and performance.

• Review database logs, SQL errors, and application queries to assist in troubleshooting application-related issues.

• Monitor and manage Oracle WebLogic servers and related middleware components.

Documentation & Reporting

• Maintain up-to-date system documentation including configuration details, procedures, and change logs.

• Prepare incident and performance reports for management and operations review.

• Document recurring issues and resolutions for knowledge sharing and future reference.

Collaboration & Communication

• Communicate effectively with the Helpdesk, hardware, and network teams to resolve cross-domain issues.

• Liaise with project teams for new deployments, enhancements, or system transitions to ensure operational readiness.

• Provide on-site or remote support during critical operations, system downtime, or scheduled maintenance windows.

Requirements:

Education & Experience:

• Bachelor’s Degree in Computer Science, Information Technology, or related field.

• Minimum 5 years of experience in software/system support or IT operations, preferably in airport or industrial automation systems.

Technical Skills:

• Strong knowledge of Linux/Windows Server environments.

• Experience in reading and analyzing Java logs, XML messages, and WebLogic server logs.

• Basic knowledge of Oracle Database administration (SQL queries, monitoring, troubleshooting).

• Familiar with system integration concepts, TCP/IP, and client-server architecture.

• Understanding of incident management tools and ticketing systems (e.g., ServiceNow, Jira, or similar).

Soft Skills:

• Strong analytical and problem-solving skills.

• Excellent communication and documentation ability.

• Capable of working under pressure in a 24x7 operational environment.

• Proactive attitude with willingness to learn and support new technologies.

Location/Expected Hours of Work:

• Location: Hong Kong International Airport, T2

• Working hours: Shift (8 Hours or 12 Hours)

Ready to join Vanderlande? We look forward to hearing from you!
We look forward to your application. No cover letter is required, just submit CV

Your contact for questions:
Recruiter Name -Reshma Shaikh (reshma.shaikh@vanderlande.com )

Who we are:
Vanderlande makes automated systems that handle baggage at airports and sort parcels in logistics networks around the world. At airports, our technology manages the complete bag journey: from check-in and security screening through to the reclaim belt. In parcel logistics, our systems power the networks that get packages to customers' doors.

At Vanderlande, you will find the space to aspire, to grow, and to achieve something that matters, with people who bring out the best in each other.

Website: www.vanderlande.com

How we work:

We work by three values: Every day better, We care, and Team play. In practice, this means we drive customer success, lead with transparency, celebrate what we achieve together, and do what we say.

Diversity & Inclusion:
At Toyota Automated Logistics, we believe diversity makes us stronger. We are committed to equal opportunities and an inclusive work environment, and base our hiring decisions on qualifications, potential, and motivation. Support or adjustments during the application process are available upon request.