Application Support Analyst

AirTek Indoor Air Solutions, Inc.; Toronto; On-site; CAD 60,000 - 90,000; Full time

Benefits offered by this job

Stock options

Professional growth opportunities

Collaborative team

Job summary

Air-tek seeks an experienced Senior Application Support Analyst to manage high-impact airline SaaS inquiries and deliver exceptional service to major clients from its Toronto base. You will handle advanced troubleshooting, escalation, incident management, and cross-functional collaboration in a fast-paced environment.

The role involves 24/7 coverage with rotating shifts, strong product knowledge, and proactive knowledge sharing.

Qualifications

• 3+ years in technical support for enterprise customers.
• Strong troubleshooting skills for new and complex problems.
• Experience with databases and messaging systems.
• Experience with AWS or cloud platforms is a plus.
• Excellent written and verbal communication.

Responsibilities

• Diagnose and resolve high-priority customer issues.
• Coordinate with internal teams to resolve incidents.
• Document troubleshooting steps and solutions.
• Provide customer advocacy and product expertise.
• Support 24/7 coverage on rotating shifts.
• Collaborate with developers and product managers.

Skills

Technical support

Enterprise environment

Troubleshooting

Databases

Cloud AWS

Customer focus

Tools

MongoDB

RabbitMQ

DataDog

AWS

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: 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.


• 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.

The salary range for this role is $60,000 to $90,000 annually. In addition to salary, new hires may be eligible to receive stock options. The salary range shared is intended as a guide; the final salary offered may vary based on factors including the experience and skillset of the candidate. Our company is committed to providing a fair,equitable, and competitive salary that reflects the value an individual brings to the organization.