Technical Support Engineer

Skytrac; Kelowna; On-site; CAD 85,000 - 105,000; Full time

Job summary

Join a leading company in aviation communication as a Technical Support Engineer in Kelowna, BC. You will resolve technical issues, support customers globally, and contribute to product enhancements. This role requires strong communication skills and the ability to work in a fast-paced environment. Enjoy a collaborative culture, flexible hours, and competitive compensation.

Benefits

Competitive compensation

Comprehensive benefits package

Performance-based bonuses

Professional development opportunities

Additional days off beyond vacation entitlement

Qualifications

• Experience in a technical support or adjacent customer facing role.
• Ability to travel globally up to 50% of the time.

Responsibilities

• Resolve product faults reported by customers globally.
• Communicate with customers and coordinate with internal teams.
• Support the development of revenue-generating opportunities.

Skills

Communication

Troubleshooting

Technical Support

Education

Bachelor’s degree in Information Technology

Engineering

Computer Science

Job description

Join Our Dynamic Team at SKYTRAC

About Us:

SKYTRAC is a leader in transforming aviation communication through cutting-edge satellite and cellular technologies. Trusted by operators, OEMs, and organizations worldwide, SKYTRAC serves over 800 customers across all aerospace sectors. Our Low Earth Orbit (LEO) satellite solutions are redefining connectivity and reshaping the future of aviation.

Learn more about what we do

The Opportunity

We’re seeking a Technical Support Engineer to join our team! This position is based in our Kelowna, BC office, which is a requirement to ensure collaboration with the broader team.

The Technical Support Engineer reports to the Senior Manager, Customer Integrations. This role is responsible for resolving product faults reported by customers globally using SKYTRAC hardware and software. The primary focus is translating faults into clear corrective actions, ensuring their execution and closure. This may involve direct execution to meet customer turnaround times.

The Technical Support Engineer has strong verbal and written communication skills to proactively communicates with customers, serving as the initial point of contact for inquiries, and coordinates internally with teams such as DAO, Hardware, and Software to resolve issues promptly.

As a Technical Support Engineer, responsibilities include:

• Prioritize and assign customer inquiries to ensure proper ownership and meet KPI targets.
• Quickly resolve AOG issues in adherence to a 24/7 support model, requiring rotational availability during evenings and weekends.
  
• Act on requests from the customer support portal or calls.
• Offer feedback on product enhancements based on field experience and customer input.
• Regularly communicate with customers, following up on technical issues.
• Facilitate communication channels for customer interaction, including AOG cases and special attention plans.
• Support the development of revenue-generating opportunities, including quotations for in-service modifications and out-of-warranty support.
• Assist in warranty disposition and conduct root cause analysis for technical issues.
• Analyze, reproduce, troubleshoot, and resolve product faults.
• Support the creation of technical documentation, such as Field Service Bulletins, User Manuals, and Maintenance Manuals.
• Undertake tasks within the applicant's skills and abilities.
• Provide on-site installation and field support to customers, with potential short-term assignments at customer sites.
• Ability to deliver training to customers on SKYTRAC products.

What You Bring

Candidate Must Have’s

• Bachelor’s degree in relevant technical field such as Information Technology, Engineering, Computer Science OR valid AME-E or M1/M2 license OR equivalent related experience in avionics.
• Demonstrated experience in a technical support or adjacent customer facing role.
• Proven ability to analyze, reproduce, troubleshoot, and resolve technical issues and communicate resolution instructions effectively.
• Ability to support 24/7 model, including rotational availability for evening, weekend, and overnight shifts.
• Experience in prioritizing and addressing customer inquiries to meet KPI targets.
• Familiarity with creating and maintaining technical documentation, including internal and external user manuals.
• Experience assisting in warranty disposition and conduction root cause analysis for technical issues.
• Ability to travel globally up to 50% of the time; must possess a valid driver’s license and passport

This will make you stand out:

• Familiarity with aviation systems or similar complex technical environment
• Familiarity with avionics and aircraft systems and the ability to quickly understand new systems.
• Relevant technical certifications such as CompTIA A+, Network+ or other industry specific certifications demonstrating a strong foundation in technical skills.

Why join SKYTRAC:

At SKYTRAC, we are a dynamic team of passionate experts. We are driven and dedicated; we take ownership of our work, and we are committed to delivering results. We value individuals who are proactive, take initiative, and demonstrate a high level of professionalism and integrity in everything they do. We thrive in a fast-paced, ever-evolving environment, embracing challenges with agility. Our commitment to growth and development has made us the trusted subject matter experts we are today.

We offer:

• A positive and collaborative work culture
• Engaging team-building activities
• Flexible work hours
• Competitive compensation and comprehensive benefits package
• Performance-based bonuses
• Professional development opportunities
• Additional days off beyond vacation entitlement

This position is for an existing vacancy within our Customer Integration team.

The salary range for this role is $85,000 - $105,000 CAD. The range posted is a guide and may not represent the compensation offered to the successful candidate. Compensation is based on the skills, knowledge, experience, and qualifications brought to the role.

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