Description
- Provide second-level technical support for the Flight Plan Manager application, including monitoring, operations, maintenance, and deployments.
- Diagnose and resolve complex customer-reported issues through log analysis, application tracing, and data investigation.
- Maintain explicit, proactive communication with customers, particularly during high-severity incidents.
- Collaborate with engineering, product, and sales teams to deliver effective technical solutions.
- Support application configuration and implementation of technical solutions for existing customers.
- Document issues, resolutions, and technical procedures to enhance internal knowledge and operational efficiency.
- Identify and escalate issues when necessary, engaging management as appropriate.
- Contribute to the team development through coaching, mentorship, and knowledge sharing.
- Work onsite in rotational shifts, including late and weekend shifts, as required.

Minimum Qualifications
- Bachelor’s degree or higher in a technical field (or equivalent practical experience).




- Minimum of 5 years of experience in technical support, application engineering, DevOps, or related roles.
- Hands-on experience with high-availability application environments across Windows and Linux platforms.
- Experience with MS SQL Server and database including SQL querying and data analysis.
- Experience using tracing and diagnostic tools (e.g., SQL Profiler, ProcMon).
- Experience with monitoring tools (e.g., Zabbix or similar solutions).
- Experience with file-based integrations (e.g., FTP) and messaging systems (e.g., MQ).
- Strong written and verbal communication skills in English.
- Ability to manage multiple priorities and perform effectively in high-pressure environments.
- Willingness and ability to work rotational shifts, including weekends.
- Good understanding of ITIL processes (e.g., Change Management).

Preferred Qualifications
- Experience in the aviation or airline industry.
- Prior experience

📌 Senior Product SpecialistTech support (Whitefield)
🏢 Cae
📍 Whitefield