AME – Technical Support Engineer

Join Our Dynamic Team at SKYTRAC

About Us:

SKYTRAC is a leader in transforming aviation communication through cutting-edge satellite and cellular technologies. Trusted by operators, OEMs, and organizations worldwide, SKYTRAC serves over 800 customers across all aerospace sectors. Our Low Earth Orbit (LEO) satellite solutions are redefining connectivity and reshaping the future of aviation.

Learn more about what we do

The Opportunity

We're seeking an AME – Technical Support Engineer to join our team This position is based in our Kelowna, BC office, which is a requirement to ensure collaboration with the broader team.

The AME-Technical Support Engineer reports to the Senior Manager, Customer Integrations. This role is responsible for resolving product faults reported by customers globally using SKYTRAC hardware and software. The primary focus is translating faults into clear corrective actions, ensuring their execution and closure. This may involve direct execution to meet customer turnaround times.

As an AME-Technical Support Engineer, responsibilities include:

• Prioritize and assign customer inquiries to ensure proper ownership and meet KPI targets.
• Quickly resolve AOG issues in adherence to a 24/7 support model, requiring rotational availability during evenings
• and weekends.
• Act on escalated requests from the customer support portal or calls.
• Offer feedback on product enhancements based on field experience and customer input.
• Regularly communicate with customers, following up on technical issues.
• Facilitate communication channels for customer interaction, including AOG cases and special attention plans.
• Support the development of revenue-generating opportunities, including quotations for in-service modifications and
• out-of-warranty support.
• Assist in warranty disposition and conduct root cause analysis for technical issues.
• Analyze, reproduce, troubleshoot, and resolve product faults.
• Support the creation of technical documentation, such as Field Service Bulletins, User Manuals, and Maintenance
• Manuals.
• Provide on-site installation and field support to global customers, with potential short-term assignments at customer
• sites.
• Ability to deliver training to customers on SKYTRAC products.

What You Bring

Candidate Must Have's

• Valid AME-E or M1/M2 license OR equivalent related experience in avionics.
• Demonstrated experience in avionics or aircraft systems technical support.
• Proven ability to analyze, reproduce, troubleshoot, and resolve technical issues and communicate resolution
• instructions effectively.
• Ability to support 24/7 model, including rotational availability for evening, weekend, and overnight shifts.
• Experience in prioritizing and addressing customer inquiries to meet KPI targets.
• Familiarity with creating and maintaining technical documentation, including internal and external user manuals.
• Experience assisting in warranty disposition and conduction root cause analysis for technical issues.
• Ability to travel internationally up to 50% of the time; must hold a valid passport and valid, unrestricted driver's
• license.
• Eligible for security clearance; no prior criminal record.

This will make you stand out:

• Familiarity with aviation systems or similar complex technical environment
• Experience on both fixed and rotary wing aircraft.

Why join SKYTRAC:

At SKYTRAC, we are a dynamic team of passionate experts. We are driven and dedicated; we take ownership of our work, and we are committed to delivering results. We value individuals who are proactive, take initiative, and demonstrate a high level of professionalism and integrity in everything they do. We thrive in a fast-paced, ever-evolving environment, embracing challenges with agility. Our commitment to growth and development has made us the trusted subject matter experts we are today.

We offer:

• A positive and collaborative work culture
• Engaging team-building activities
• Flexible work hours
• Competitive compensation and comprehensive benefits package
• Performance-based bonuses
• Professional development opportunities
• Additional days off beyond vacation entitlement

This position is for an existing vacancy within our Customer Integration team.

The salary range for this role is $100,000 - $115,000 CAD. The range posted is a guide and may not represent the compensation offered to the successful candidate. Compensation is based on the skills, knowledge, experience, and qualifications brought to the role.