Senior Product Specialist | L2 Tech support-EN

CAE; Bengaluru; On-site; AUD 18,192 - 27,288; Full time

Benefits offered by this job

International environment

Exposure to airline operations

Career growth opportunities

Knowledge sharing culture

Job summary

CAE Flightscape in Bangalore is seeking an experienced Senior Technical Application Support Specialist to join our Customer Success team. You will provide second-line support for the Flight Plan Manager, diagnose complex issues, and coordinate with engineering and product to deliver reliable solutions.

You will work in a fast-paced, customer-focused environment, communicate clearly during high-severity incidents, and participate in on-site rotational shifts.

Qualifications

• Bachelor’s degree in a technical field or equivalent practical experience.
• Minimum 5 years of experience in technical support, application engineering, DevOps, or related roles.
• Hands-on experience with high-availability Windows/Linux environments.
• Experience with MS SQL Server and SQL querying.
• Experience with tracing/diagnostic tools (e.g., SQL Profiler, ProcMon).
• Experience with monitoring tools (e.g., Zabbix).
• Experience with file-based integrations (FTP) and messaging systems (MQ).
• Strong written and verbal communication in English.
• Willingness to work rotational shifts, including weekends.
• Knowledge of ITIL processes (Change Management).

Responsibilities

• Provide second-level technical support for the Flight Plan Manager application.
• Diagnose and resolve complex customer-reported issues via logs and data analysis.
• Maintain proactive communication with customers during high-severity incidents.
• Collaborate with engineering, product, and sales to deliver technical solutions.
• Support configuration and implementation for existing customers.
• Document issues, resolutions, and procedures to improve knowledge base.
• Identify and escalate issues as needed and involve management.
• Contribute to team development through coaching and knowledge sharing.
• Work onsite in rotational shifts, including late and weekend shifts.

Skills

Technical support

Windows & Linux

SQL querying

Tracing tools

Monitoring tools

Communication skills

ITIL awareness

Education

Bachelor's degree in a technical field

Tools

MS SQL Server

SQL Profiler

ProcMon

Zabbix

FTP

MQ

Job description

Flightscape, powered by CAE, is seeking an experienced and motivated Senior Technical Application Support Specialist to join our Customer Success team in Bangalore. In this critical role, you will support Flight Plan Manager, a market‑leading flight operations product used by airlines and operators worldwide. You will thrive in a customer‑focused, fast‑paced environment where your technical expertise, troubleshooting skills, and clear communication directly impact service quality and customer satisfaction.

Description

• Provide second-level technical support for the Flight Plan Manager application, including monitoring, operations, maintenance, and deployments.
• Diagnose and resolve complex customer-reported issues through log analysis, application tracing, and data investigation.
• Maintain clear, proactive communication with customers, particularly during high-severity incidents.
• Collaborate with engineering, product, and sales teams to deliver effective technical solutions.
• Support application configuration and implementation of technical solutions for existing customers.
• Document issues, resolutions, and technical procedures to enhance internal knowledge and operational efficiency.
• Identify and escalate issues when necessary, engaging management as appropriate.
• Contribute to the team development through coaching, mentorship, and knowledge sharing.
• Work onsite in rotational shifts, including late and weekend shifts, as required.

Minimum Qualifications

• Bachelor’s degree or higher in a technical field (or equivalent practical experience).
• Minimum of 5 years of experience in technical support, application engineering, DevOps, or related roles.
• Hands‑on experience with high‑availability application environments across Windows and Linux platforms.
• Experience with MS SQL Server and database including SQL querying and data analysis.
• Experience using tracing and diagnostic tools (e.g., SQL Profiler, ProcMon).
• Experience with monitoring tools (e.g., Zabbix or similar solutions).
• Experience with file‑based integrations (e.g., FTP) and messaging systems (e.g., MQ).
• Strong written and verbal communication skills in English.
• Ability to manage multiple priorities and perform effectively in high‑pressure environments.
• Willingness and ability to work rotational shifts, including weekends.
• Good understanding of ITIL processes (e.g., Change Management).

Preferred Qualifications

• Experience in the aviation or airline industry.
• Prior experience supporting flight operations or flight‑planning systems.
• Demonstrated experience mentoring or coaching team members.
• Experience working in global or cross‑regional teams.

Benefits

• Opportunity to work in an international environment with global teams and customers.
• Exposure to airline operations and flight‑planning systems.
• Career growth opportunities within a global organization.
• Collaborative team culture focused on knowledge sharing and teamwork.

Position Type

Regular

Equal Opportunity & Accommodations

CAE is committed to providing equal opportunities to all applicants, regardless of race, nationality, color, religion, sex, gender identity or expression, sexual orientation, disability, neurodiversity, veteran status, age, or other characteristics protected by law. We encourage applicants who may not meet every qualification to apply. Reasonable accommodations are available—contact your recruiter or email [e-mail] if needed.

Data Privacy

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As part of our process, we may use AI‑supported tools to help review applications, with human decision‑making at every step. CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.