Technical Support Specialist

Skytrac; Kelowna; On-site; CAD 55,000 - 60,000; Full time

Job summary

A leading aviation communication company in Kelowna is hiring a Technical Support Specialist to provide first-line support for customers, troubleshoot technical issues, and contribute to product documentation. Candidates should have strong technical support experience and communication skills, preferably in an aviation context. This role offers competitive compensation, flexible hours, and a collaborative work culture.

Benefits

Flexible work hours

Competitive compensation

Comprehensive benefits package

Performance-based bonuses

Qualifications

• Demonstrated experience in a technical support or adjacent customer facing role.
• Familiarity with aviation systems or similar complex technical environment.
• Familiarity with creating and maintaining technical documentation.

Responsibilities

• Provide first-line support for global customers.
• Diagnose and resolve hardware and software issues.
• Analyze, reproduce, troubleshoot, and resolve product defects.

Skills

Technical support experience

Troubleshooting skills

Communication skills

Customer service orientation

Experience with aviation systems

Education

Bachelor’s degree in relevant technical field

Job description

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.

The Technical Support Specialist provides first-line support for SKYTRAC’s global customers, initially focusing on incoming calls to build troubleshooting, communication, and product expertise. As expertise is gained, the role expands to diagnosing and resolving hardware and software issues, translating faults into clear corrective actions, and ensuring timely resolution. As the first point of contact, the role maintains proactive communication and collaborates across teams to deliver exceptional service.

This position is based in our Kelowna, BC, office, which is a requirement to ensure collaboration with the broader team.

The ideal candidate is an excellent communicator with strong verbal and written English skills, capable of effectively engaging both technical and non-technical audiences. They have a proven ability to troubleshoot technical issues, providing clear resolution instructions to ensure effective problem-solving and customer support.

The Technical Support Specialist will:

• Serve as the initial point of contact for all incoming customer phone calls, ensuring timely and effective troubleshooting, transitioning to sharing this responsibility with team member
• Prioritize and assign customer inquiries to ensure proper ownership and meet KPI targets
• Quickly resolve aircraft on the ground (AOG) issues
• 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 defects
• Support the creation of technical documentation, such as Field Service Bulletins, User Manuals, and Maintenance Manuals
• Provide on-site installation and field support to customers, with potential short-term assignments at customer sites
• Deliver training to customers on SKYTRAC products

What You Bring

Candidate Must Have’s

• Demonstrated experience in a technical support or adjacent customer facing role
• Familiarity with aviation systems or similar complex technical environment
• 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 conducting root cause analysis for technical issues
• Ability to deliver remote and on-site training to customers on SKYTRAC products, with on-site travel within North America anticipated to be up to 10% of the role. Must hold a valid passport.

This will make you stand out:

• Bachelor’s degree in relevant technical field such as Information Technology, Engineering, Computer Science OR valid AME-E/M1/M2 license
• Minimum three years of experience in an equivalent technical role
• Previous experience troubleshooting and maintaining satcom systems
• 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
• In depth knowledge of API’s, data transmission protocols and IP network infrastructure

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

· Additional days off beyond vacation entitlement

This position is for an existing vacancy within our Customer Support & Service team.

The salary range for this role is $55,000 - $60,000 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.