Application Support Analyst

Air-tek; Toronto; On-site; CAD 70,000 - 100,000; Full time

Job summary

A leading company in Toronto is looking for a Senior Application Support Analyst to manage customer inquiries and support a SaaS solution for airlines. This role involves troubleshooting, incident management, and collaboration with various teams to enhance customer satisfaction and product knowledge.

Benefits

Professional growth opportunities

Collaborative and inclusive team environment

Work with modern technologies

Qualifications

• 3+ years of technical support experience in an enterprise environment.
• Strong experience with databases or message queueing systems.

Responsibilities

• Diagnose and resolve complex technical issues as the primary escalation point.
• Lead timely resolution of high-priority incidents and advocate for customer needs.

Skills

Troubleshooting

Customer Service

Technical Communication

Job description

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.

Overview:

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. In this role, you will manage high-impact customer inquiries, ensure swift responses across our organization, and deliver exceptional service to leading airline clients. Your technical troubleshooting expertise, strong communication skills, and ability to handle high-pressure situations will be crucial to your success.

Responsibilities:

• Advanced Troubleshooting and Escalation: Diagnoseand 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.
• Incident Management: Lead the timely resolution of high-priority incidents, coordinating with internal teams. Conduct post-incident reviews to identify and implement improvements.
• Customer Advocacy and Product Expertise: Build, maintain and continuously enhance your deep product knowledge to address customer questions and concerns. Advocate for customer needs in cross-functional discussions.
• Knowledge Sharing and Documentation: Maintain thorough documentation of troubleshooting steps, solutions, and best practices. Participate in a culture of continuous learning and knowledge sharing within the team.
• Cross-Functional Collaboration: Collaborate with developers, product managers, and other teams in an agile environment to deliver rapid, high-quality responses to customers.
• Process Optimization and Continuous Improvement: 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.

Skills and Experience:

• 3+ years of experience in technical support within an enterprise environment, working directly with customers.
• Excellent troubleshooting ability, including when facing new and unfamiliar problems.
• Experience working with databases and/or message queueing or event streaming systems.
• Experience with cloud platforms like AWS is highly desirable.
• 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.

• MongoDB
• RabbitMQ or similar message queueing systems
• DataDog or similar observability platforms
• AWS (various services)

Why Join Us?

• Be part of a collaborative, inclusive team that values innovation and creativity.
• Work with exciting, modern technologies and gain hands-on experience across a diverse range of projects.
• Contribute to solutions that make a tangible impact.
• Enjoy opportunities for professional growth and development in a supportive environment.