Product Support Specialist - Aviation It (Sydney)

Trax Usa Corp; Sydney; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Equity allocations

25 days annual leave

Private healthcare stipend

Social events

Job summary

Trax in Sydney is seeking a Product Support Specialist Aviation IT to join our team. The role focuses on learning our products, assisting in documentation, conducting training, resolving technical and software problems, and delivering exceptional customer service in a hybrid Sydney office.

The candidate will have a Bachelor’s degree in Aviation, Business or a related field with 3–5 years in aviation tech or software implementations, and travel 50%+ domestically and internationally.

Qualifications

• Bachelor’s Degree in Aviation, Business or related field with 3–5 years in aviation tech/maintenance or software implementations.
• Experience with Trax or similar aviation maintenance software.
• Excellent written and verbal English; strong communication and teamwork.

Responsibilities

• Serve as liaison between airline customers and programming department.
• Identify, research and resolve technical and software problems.
• Track and monitor customer issues to ensure timely resolution.
• Document customer specifications with Development and Technical Writing Departments.
• Lead customer training on-site or at Trax location.
• Coordinate customer projects and oversee implementations.
• Support on-call emergencies and travel as required.
• Assist in testing software changes and documenting results.

Skills

Aviation knowledge

Communication skills

Teamwork

Problem solving

Multilingual English

Education

Bachelor’s Degree in Aviation, Business or related field

Job description

Product Support Specialist Aviation IT (Sydney)

Trax is hiring a Product Specialist to join our growing team in the Sydney, Australia region. This position requires a firm understanding of the aviation field working with (or similar to) Technical Records, Engineering, Maintenance and/or Software Implementation to effectively contribute to the training and management of our product. The Product Specialist is responsible for learning our products, assisting in the development of documentation, conducting training, resolving technical and software problems and delivering excellent customer service. Trax is a highly collaborative environment where Product Specialists work very closely with other team members and clients to solve problems.

The Product Specialist will frequently communicate and work alongside our Programming teams, QA, Technical Writing & IT. The role involves excellent communication and technical skills to act as a liaison between our Programming Department and our Airline Customers.

Key Responsibilities

• Act as a liaison between airline customers and programming department by answering phone calls and correspondence (Help Desk function)
• Identify, research and resolve technical and software problems
• Track and monitor customer issues to ensure a timely response and resolution
• Liaison with our Development Department to document customer specifications
• Test software program modifications and resolutions to report technical problems
• Liaison with Technical Writing Department to develop documentation of new program features
• Customer training (on-site or at Trax location).
• On-call service for customer emergencies
• Manage and coordinate customer projects - oversee implementations with support of our corporate team.
• Ability to take on customer implementation projects to ensure smooth delivery of Trax products and services.
• Other duties as assigned.

Qualification Requirements

• Bachelor’s Degree in Aviation, Business or related field and at least 3-5 years of experience in the aviation field working with (or similar to) Technical Records, Engineering, Maintenance and/or Software Implementations.
• Must have experience working with Trax or similar related aviation maintenance software.
• Proficiency in the English language with ability to speak multiple languages, preferred.
• Outstanding Communication skills – both verbal and written
• Must have excellent communication, teamwork and problem-solving skills.
• Excellent customer service skills, with ability to deescalate issues and provide solutions for customers.
• Attention to customer issues with a sense of urgency to resolve and close to ensure business continuity for customers.

Other requirements:

• This position requires 50%+ of domestic and international travel.

Hybrid position: working 3 days a week from our Sydney office

Reports to: Head of Support

Why Join Us

You will have the opportunity to be part of something impactful, large-scale, and meaningful. Most importantly, you’ll work for a company with a strong purpose, with an ambitious and supportive team embarking on a journey most start-ups can only dream of!

Benefits include:

• Competitive salary and generous equity allocations with significant upside potential
• 25 days annual leave per year (+ public holidays!)
• The equipment needed to do a great job
• Private healthcare stipend
• Social events ( lunches, breakfasts, nights out)

Hiring Details

Full‑time, hybrid role based in Sydney, NSW, with three days a week in-person to collaborate with the team. Additional office days may be required depending on business needs.