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).
Robust 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.
Valuable understanding of ITIL processes (e.g., Change Management).

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

📌 Senior Product Specialisttech Support Whitefield
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