About Us Air-tek is a Canadian-based software company with a powerful suite of unique products that have already achieved a significant share of a huge global market. The product market fit is excellent, and customers are lining up to buy. Although our global customers know us, we intentionally operate in stealth mode during this growth phase.
Our diverse team shares a collective passion for solving complex problems with a drive to innovate and a desire to create the passenger-centric travel industry
Based in Toronto, our inclusive culture is built on trust, collaboration, delivering a great product, and continuous personal development. We love what we do, and we support the team around us.
We are seeking an experienced Senior Application Support Analyst with strong customer-facing experience to join our team and support our airline SaaS solution that automates critical airline operations. Your technical troubleshooting expertise, strong communication skills, and ability to handle high-pressure situations will be crucial to your success.
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.
~ Customer Advocacy and Product Expertise: Cross-Functional Collaboration: Collaborate with developers, product managers, and other teams in an agile environment to deliver rapid, high-quality responses to customers.
~ 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. The current shift schedule is four 10-hour shifts per week, rotating between early, late, and overnight.
5+ years of experience in technical support within an enterprise environment, working directly with customers.
~ Experience working with databases and/or message queueing or event streaming systems.
~ Exceptional written and verbal communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
Experience with the following technologies would be considered an asset.
Innovative and collaborative team environment with office hubs in Toronto and Montreal