Support Engineer

AeroCloud; British Columbia; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

AeroCloud is seeking a Support Engineer in British Columbia to provide technical and friendly support to airport and airline customers. This role requires strong problem-solving abilities, technical knowledge in AWS and Azure, and excellent communication skills. Join a diverse team committed to exceeding expectations and driving success through innovative software solutions.

Qualifications

• Minimum 2 years' experience in a support role.
• Strong knowledge of Windows systems and networking.
• Ability to work under pressure with excellent communication skills.

Responsibilities

• Provide technical support to customers, resolving issues remotely.
• Maintain excellent customer service and satisfaction.
• Document and track issues using ticketing systems.

Skills

Communication

Problem Solving

Customer Service

Technical Support

Tools

Windows Server

Active Directory

Network Switches

Azure

AWS

Microsoft SQL

MongoDB

Job description

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AeroCloud is the new-age operating system for airports aiming to grow. Our suite includes Airport Operating Systems (AOS), PPS, and Passenger Flow Management solutions, empowering airports to gain deep insights into the movement of passengers and aircraft around the world.

We achieve this by becoming the airport’s first call for technology. Whether in times of need or growth, we stand alongside our clients, offering support through innovative software that drives their success.

Our Commitment to Excellence

At AeroCloud, being the airport’s first call means exceeding expectations at every customer interaction. This is not just a goal; it’s our standard. We prioritize detail, diligence, and a proactive approach in everything we do. If there’s a task to be completed, we see it through. If a customer needs an answer we don’t yet have, we respond promptly to let them know we’re on it. We believe in keeping our team informed, being transparent, and maintaining accountability at every step

About you

We are looking for a Support Engineer to join our Service and Support function. This role will not have any direct reports and will be based in the Vancouver area, working up to 1 day a week in an office.

About the role

As engineer you will be working across our airport and airlines customers, resolving complex support issues, diagnosing, and troubleshooting across hardware, networking and SaaS products, working within a follow the sun support model.

Job requirements

What are we looking for?

• The successful candidate will have at least 2 years’ experience working in a support role and be comfortable working with a wide range of technologies.
• You will be comfortable supporting multiple products and being able to context switch.
• A customer first approach is a must and is equally as important as technical skills. You should have strong communication, excellent stakeholder management skills and be able to operate at the highest levels while under pressure.
• A self-starter approach and having a relentless ability to investigate issues to the end will get you far in this role.
• You’ll take personal responsibly for sharing knowledge and continual improvement – and will have a heavy focus on documentation creation
• Strong working knowledge of Windows-based machines is a must. Managing domain equipment using Active Directory and looking after Windows Server components.
• You’ll have some experience of scripts and code
• The candidate should have experience with Networking, including the installation and configuration of network switches, firewall configuration, switch configuration - VLANs, IP Routing, end user equipment diagnostics. Past knowledge of USB and Serial connected devices would be advantageous.
• Cloud infrastructure experience with Azure and AWS would also be advantageous.
• Past experience with database technologies would be advantageous, particularly Microsoft SQL and MongoDB.
• Experience with airport/airline software that is used in airport environments would also be advantageous but not essential.
• Whilst English is our company’s primary language, additional language skills would be advantageous.

Job responsibilities

Ownership and Impact

• Provide technical and friendly support to customers in a fast-paced environment, resolving issues remotely.
• Maintain excellent customer service and satisfaction by responding promptly to customer inquiries and concerns.
• Work with ticketing systems to document and track issues and resolutions.
• Prioritising and managing multiple support tickets at the same time.
• Ensure that logged support tickets are reviewed and escalated to provide the highest level of service.
• Follow change management processes and adhere to Service Level Agreements (SLAs).
• Mentor and support other engineers
• The duties and responsibilities of the role may vary and change depending on the AeroCloud business needs.
• There will also be growth opportunities for the right candidates.

AeroCloud recognises Diversity, Equality, and Inclusion at the heart of our business. They represent the mutual trust, respect and understanding we strive for. They are integral to our brand, reputation, success, business sustainability and employee relations impact. Our vision is to have a diverse, equal and inclusive organisational culture. We want everyone who comes into contact with us, both face to face and virtually, to feel valued and respected. We want our workplace both in the office and at home to foster belonging to all colleagues to feel seen, connected, supported and proud. We will draw on the rich diversity of our workforce and harness the diverse contributions and considerable talents of our staff to achieve our vision in line with our organisational values and DE&I principles.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Technology, Information and Internet

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