Aerospace Production Support Analyst (Tier 1-2)

Tsunami Tsolutions; Glastonbury (CT); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Tsunami Tsolutions is seeking a Production Support Analyst to deliver Tier 1 support for Maintenix, EData+, and related service-management tools. The role involves handling intake, guiding clients, and ensuring data integrity and consistent client experience, with escalation to Tier II when needed.

The successful candidate will resolve 70–80% of requests before escalation, communicate clearly, and maintain thorough records while collaborating with cross-functional teams.

Qualifications

• High school diploma or GED.
• Strong interpersonal, listening, written communication, and client-service skills.
• Strong analytical, research, troubleshooting, and problem-solving ability, with high attention to detail and an appropriate sense of urgency.
• Ability to explain technical information clearly to users with different levels of technical knowledge.
• Sound judgment in protecting sensitive information, maintaining accurate records, and following security, quality, and compliance procedures.
• Ability to work collaboratively, adapt to changing priorities and technologies, and provide rotational after-hours support when assigned.

Responsibilities

• Manage helpdesk calls, emails, database inquiries, and YouTrack tickets; work directly with clients to clarify needs, communicate status and next steps, and confirm resolution.
• Troubleshoot Maintenix and related application, navigation, access, data, and business-process issues using approved procedures and tools.
• Investigate discrepancies, implement approved routine corrections, and escalate complex, high-impact, recurring, or security-sensitive issues with complete analysis and evidence.
• Test software connected to reported issues and perform full or targeted Formal Qualification Review (FQR) testing using approved procedures and acceptance criteria.
• Administer EData+ access only after required authorization, identity validation, segregation-of-duties checks, and documentation are complete.
• Maintain complete ticket records, client‐interaction notes, resolution evidence, knowledge articles, standard operating procedures, and reusable troubleshooting guidance.
• Partner with supervisors, specialists, process owners, and the Sustainment Process and Data Analyst to resolve issues and improve support processes.
• Use approved automation and AI tools while meeting all security, privacy, quality, human-review, and client requirements.

Skills

Customer service

Analytical thinking

Troubleshooting

Communication

Team collaboration

Education

High school diploma or GED

Tools

SQL Server

YouTrack

ServiceNow

Maintenix

EData+

Job description

Tsunami Tsolutions is seeking a Production Support Analyst to deliver Tier 1 support for Maintenix, EData+, and related service-management tools. The role involves handling intake, guiding clients, and ensuring data integrity and consistent client experience, with escalation to Tier II when needed.

The successful candidate will resolve 70–80% of requests before escalation, communicate clearly, and maintain thorough records while collaborating with cross-functional teams.