Application Support Expert for Airline SaaS Solution
2 weeks ago
About Our Organization
Air-tek Inc is a leading Canadian software company offering innovative products that have gained significant traction in the global market. With an excellent product market fit, our customers are eagerly awaiting our solutions.
Our diverse team shares a passion for solving complex problems and driving innovation. We strive to create a passenger-centric travel industry while operating with transparency and accountability.
We are based in Toronto and foster an inclusive culture built on trust, collaboration, delivering high-quality products, and continuous personal growth. We value our work and support each other.
Overview
We seek an experienced Application Support Expert with strong customer-facing experience to join our team and support our airline SaaS solution automating critical airline operations. In this role, you will manage high-priority customer inquiries, ensure timely responses across our organization, and deliver exceptional service to top airline clients. Your technical troubleshooting expertise, strong communication skills, and ability to handle high-pressure situations are crucial to your success.
Responsibilities
- Advanced Troubleshooting and Escalation: Diagnose and resolve complex technical issues, acting as the primary escalation point. Review application behavior, configuration settings, logs, database queries, data files, and other relevant information to narrow down or identify the causes of reported issues.
- Incident Management: Lead the timely resolution of high-priority incidents, coordinating with internal teams. Conduct post-incident reviews to identify and implement improvements.
- Customer Advocacy and Product Expertise: Build, maintain, and continuously enhance your deep product knowledge to address customer questions and concerns. Advocate for customer needs in cross-functional discussions.
- Knowledge Sharing and Documentation: Maintain thorough documentation of troubleshooting steps, solutions, and best practices. Participate in a culture of continuous learning and knowledge sharing within the team.
- Cross-Functional Collaboration: Collaborate with developers, product managers, and other teams in an agile environment to deliver rapid, high-quality responses to customers.
- Process Optimization and Continuous Improvement: Identify opportunities to improve support processes and workflows.
- 24/7 Coverage: Work on a rotating shift schedule to ensure 24/7 support coverage for our international customer base.
Requirements
- 5+ years of experience in technical support within an enterprise environment, working directly with customers.
- Excellent troubleshooting ability, including when facing new and unfamiliar problems.
- Experience working with databases and/or message queueing or event streaming systems.
- Experience with cloud platforms like AWS is highly desirable.
- Exceptional written and verbal communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
Benefits
- $85,000 - $110,000 per year salary, depending on experience
- Competitive benefits package
- Ongoing professional development opportunities
- Collaborative and dynamic work environment
- Opportunity to work with cutting-edge technologies
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