Technical Support Specialist 2

SkyTrac Systems Ltd.; Kelowna; On-site; CAD 65,000 - 75,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits package

Performance-based bonuses

Additional days off beyond vacation

Job summary

SKYTRAC seeks an experienced Technical Support Specialist 2 for on-site work at our Kelowna, BC office. The role serves as the escalation point between Tier 1 and senior engineers, resolving complex issues across flight-following platforms and data feeds.

Responsibilities include troubleshooting data and API integrations, analyzing network telemetry, and collaborating with engineering and hardware teams to drive permanent solutions. AOG rotations and documentation duties are also required.

Qualifications

• Engineering-grade technical support experience
• Degree or diploma in avionics or electrical engineering, computer science, or related field
• Minimum three years in an engineering-support, avionics, network or systems engineering role
• Proficiency with Linux-based systems and diagnostic tooling
• Strong ability to read technical docs, logs, and API specs
• Excellent customer communication and technical writing skills

Responsibilities

• Resolve complex escalations between Tier 1 and senior technical team across SKYTRAC platforms
• Troubleshoot data and API feeds end-to-end, including ingestion, telemetry, and integrations
• Analyze IP network traffic and telemetry to isolate performance or data-integrity issues
• Diagnose software/hardware issues using logs, diagrams, and installation docs
• Use AI-assisted tools to speed troubleshooting while validating output
• Mentor Tier 1 and contribute to onboarding guides and SOPs
• Support firmware, platform, and configuration validation for field systems
• Participate in 24/7 rotational support for AOG responses
• Author internal and customer-facing documentation and root-cause reports
• Raise RMAs and initiate repairs or exchanges as needed

Skills

Data & APIs

Avionics knowledge

Networking

Linux proficiency

Education

Engineering degree or diploma

Tools

Jira

HubSpot

Job description

Founded in 1986, SKYTRAC brings 40 years of experience and is trusted by over 800 customers as a leading provider of LEO satellite and cellular communication services for all aerospace sectors. Trusted by operators, organizations, and OEMs, SKYTRAC provides critical capabilities such as medical data transfer, video streaming, real-time HUMS, and more over Iridium Certus® and cellular networks. Today, we’re still growing, innovating, and investing in our people.

SKYTRAC is seeking an experienced Technical Support Specialist 2 to join our team! The TSS 2 is the escalation point between Tier 1 support and our senior technical team, resolving complex, system-level issues across SKYTRAC's flight-following platforms, data and API feeds, satellite and cellular connectivity, and connected airborne and ground hardware. The role drives faults to permanent resolution, supports customer onboarding, activations, and training, and strengthens the team's technical knowledge and documentation.

This position is based on-site in our Kelowna, BC office, with participation in a rotational support model.

As a Technical Support Specialist 2, responsibilities include:

• Resolve complex escalations from Tier 1 across SKYTRAC’s flight-following platforms (TrooTrax, SkyWeb, WebSentinel, and Sky Connect), data services, and connectivity, escalating to the senior technical team as needed
• Troubleshoot data and API feeds end to end: ingestion, position and telemetry reporting, integrations with third-party flight-following applications, and customer API consumers, isolating where a feed breaks or degrades
• Analyze IP network traffic and telemetry to isolate performance, routing, or data-integrity issues across LEO, satellite, and cellular paths
• Diagnose issues that span software and hardware, interpreting platform behaviour, logs, and configuration, and, where relevant, aviation wiring diagrams, system schematics, and installation documentation
• Use AI-assisted tools, including SKYTRAC’s internal support assistant, to speed troubleshooting, log and data analysis, and documentation, validating output before acting on it
• Act as a technical liaison with engineering, software, and hardware teams to resolve persistent or systemic defects
• Support firmware, platform, and configuration validation and system integration testing for field-deployed systems
• Participate in AOG response as part of a rotational 24/7 support model
• Author and maintain internal and customer-facing documentation, including root-cause reports and resolution procedures
• Support customer onboarding, activations, and training on SKYTRAC platforms and tools
• Raise return material authorisations (RMAs) directly, capturing fault detail and initiating the repair or exchange, so a customer’s request is actioned without waiting on another team
• Mentor Tier 1 and contribute to onboarding guides, fault isolation manuals, and troubleshooting SOPs

What You Bring

• This is a specialised, engineering-grade technical support role. It requires the ability to reason about how avionics, radio-frequency, networking, and data systems work at an engineering level; general desktop, Windows administration, or help-desk experience on its own is not sufficient. We welcome strong troubleshooters who are technically gifted in at least one of two areas, data and API feeds or avionics and radio equipment, with the aptitude and appetite to build the other.
• A degree or diploma in avionics or electrical engineering, computer science, or computer or network engineering, or a valid AME-E, M1, or M2 licence, or equivalent deep hands-on engineering experience
• Minimum three years in an engineering-support, avionics, network or systems engineering, or comparable complex technical support role
• Protocol-level IP networking ability: analyze TCP and UDP flows, capture and read packet traces, and reason through routing, NAT and firewall behaviour, and satellite and cellular transmission paths
• Strong troubleshooting in at least one of: data services and APIs (REST, JSON or XML feeds, webhooks, integrations, and data-integrity analysis); or avionics, radio, and SATCOM systems; with demonstrated aptitude to learn the other
• Proficiency with Linux-based systems and engineering diagnostic tooling such as tcpdump, Wireshark, and log analyzers
• Skill in leveraging AI-assisted tools (AI support assistants and AI-based log and data analysis) to work faster and more effectively, with sound judgement about when to trust their output and when to verify it
• Ability to read and interpret technical documentation, logs, API specifications, and, where relevant, wiring diagrams and system schematics
• Excellent customer communication and technical writing skills
• Ability to work evenings and weekends as part of a rotating 24/7 support schedule
• Valid passport and driver’s license

Candidate Must Have’s

• Aviation-maintenance background (highly preferred): an AME-E, M1, or M2 licence, or hands‑on avionics field experience
• Working knowledge of ARINC 429/717, CAN, serial data formats, or RF troubleshooting techniques
• Experience with flight-following or fleet‑tracking platforms and their APIs and data feeds
• Hands‑on experience with SATCOM (LEO or GEO) data communication systems
• Networking certifications such as CCNA or CompTIA Network+
• Familiarity with Jira, HubSpot, or other case and ticket management systems
• Experience in mission‑critical operational environments (EMS, SAR, offshore, or defence aviation)

This will make you stand out

• Aviation‑maintenance background (highly preferred): an AME‑E, M1, or M2 licence, or hands‑on avionics field experience
• Working knowledge of ARINC 429/717, CAN, serial data formats, or RF troubleshooting techniques
• Experience with flight‑following or fleet‑tracking platforms and their APIs and data feeds
• Hands‑on experience with SATCOM (LEO or GEO) data communication systems
• Networking certifications such as CCNA or CompTIA Network+
• Familiarity with Jira, HubSpot, or other case and ticket management systems
• Experience in mission‑critical operational environments (EMS, SAR, offshore, or defence aviation)

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.
• 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 $65,000 - $75,000 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.