AIS Network Support Specialist

Kpler; Manila; On-site; PHP 300,000 - 420,000; Full time

Job summary

Kpler is seeking an AIS Tech Support Agent to help keep the AIS Network connected and performing. You will provide technical support to station owners, troubleshoot connectivity and equipment issues, and identify outages before they affect users.

You will engage with the AIS community, handle tickets mainly via email, and collaborate with internal teams to resolve complex issues. A passion for problem solving, ownership, and clear communication is essential.

Qualifications

• 2+ years of experience in a technical support role, preferably SaaS.
• Excellent written and spoken English, able to explain technical info clearly.
• Experience or exposure to AIS, radio systems or related tech.
• Familiarity with Linux and Windows operating systems.
• Hands-on troubleshooting with a structured problem-solving approach.
• Good understanding of networking fundamentals (TCP/IP, firewalls, connectivity).

Responsibilities

• Provide timely and professional technical support to customers mainly via email; phone and chat may be used.
• Collaborate internally to resolve complex issues.
• Proactively reach out to contributors to optimize performance and minimize outages.
• Monitor AIS Network health using observability tools and alerting systems.
• Maintain station owner records and ensure data integrity.
• Share improvement ideas from community exposure to the team.
• Handle operational logistics and issues as they arise.
• Moderate discussions and user-generated content to maintain a respectful community.
• Address and resolve conflicts within the community.

Skills

Technical support

English proficiency

Networking basics

Linux

Windows

Troubleshooting

Customer communication

Tools

Intercom

Salesforce

Observability tools

Job description

Kpler is seeking an AIS Tech Support Agent to help keep the AIS Network connected and performing. You will provide technical support to station owners, troubleshoot connectivity and equipment issues, and identify outages before they affect users.

You will engage with the AIS community, handle tickets mainly via email, and collaborate with internal teams to resolve complex issues. A passion for problem solving, ownership, and clear communication is essential.