Software Support Technician

CAMP Systems International, Inc.; Merrimack (NH); On-site; USD 36,000 - 41,000; Full time

Job summary

CAMP Systems International, Inc. is seeking a software support specialist in the United States. You will troubleshoot and resolve issues, provide Tier I help desk support by phone and email, and guide clients through corrective steps in a clear, jargon-free manner.

You'll escalate complex incidents to senior engineers as needed, document procedures, and contribute to a living knowledge base. The role emphasizes collaboration, process adherence, and ongoing learning with AI-enabled tools.

Qualifications

• Associate degree or equivalent from a two-year program; minimum two years related experience.
• Experience presenting basic software training information.
• Positive attitude toward AI-enabled tools and automation.

Responsibilities

• Troubleshoot, diagnose, and resolve software issues via research, testing, and remote screen sharing.
• Provide Tier I support via help desk phone and email, including Emergency line.
• Guide clients through corrective steps clearly and jargon-free.
• Escalate incidents to Senior Support Engineers and inform managers of priorities.
• Advise customers on software use based on best practices and processes.
• Document information for specialists when needed and follow through until resolution.
• Create and maintain knowledgebase documents and procedures.
• Adhere to maintenance timelines and assist other technicians as needed.
• Other duties as assigned.

Skills

Troubleshooting

Customer support

Communication

Bilingual (Spanish)

AI tools familiarity

Networking basics

Education

Associate degree or equivalent

Tools

SQL

Oracle

QuickBooks / Great Plains

Windows Server

MS Office

Job description

About CAMP Systems:

At CAMP Systems, we are the trusted leader in aircraft compliance and health management, proudly serving the global business aviation industry. With over 20,000 aircraft and 33,000 engines supported on our cutting-edge platforms, and partnerships with more than 1,300 maintenance facilities and parts suppliers worldwide, we're shaping the future of aviation technology. Since our founding in 1968, we've grown to a dynamic team of 1,600+ employees across 14 locations globally-all united by a passion for innovation and excellence.

Our Mission & Vision:

We connect the aviation industry through smart technology to make flight safer and more efficient, driving the future of aviation with intelligence and exceptional customer experiences.

Our Values & Excellence Mindset:

We are customer obsessed, trust-driven, owners of our work, stronger together, constantly curious, and boldly innovative.

What You Will Experience in This Role:

CAMP Software Inc, provides a comprehensive solutions for FBO Management. Totalfbo is the industry leading software solution designed for Fixed Base Operators (FBOs) looking to enhance their operations with cutting-edge technology. With decades of expertise, Totalfbo offers a robust, all-in-one platform that simplifies every aspect of FBO management, from fueling and invoicing to customer service and compliance. The intuitive platform meets the needs of both small and large FBOs by providing real-time data, streamlining workflows, and helping customers deliver top-tier service to their clients. Totalfbo has been the trusted partner to FBO Operators globally.

Responsibilities:

• Troubleshoot, diagnose, identify, and resolve software issues by means of research, testing and remote screen sharing.
• Provide Tier I support answering the help desk phone line and email for all incoming service requests; includes the Emergency Support line.
• Provide answers directly to clients by identifying problems, researching answers, and guiding client through corrective steps quickly, clearly, and jargon-free.
• Escalates incidents to Senior Support Engineers and alert manager of priorities and problems.
• Consult customers on the ideal use of the software based on best practice and customer business processes.
• If unable to provide the solution, collect and document necessary information for appropriate specialist to address. Follows through all calls and issues until resolved.
• Create and maintain working documents which includes processes, procedures, FAQs, and known errors, etc.- contributing to a working knowledgebase.
• Adheres to Software Maintenance Agreement timelines and requirements.
• Assists other help desk Technicians as needed
• Other duties may be assigned

You have:

• Associate degree or equivalent from a two-year college/technical school; and a minimum of two (2) years related experience and/or training; or equivalent combination of education and experience
• Exposure/experience in preparing and presenting basic software training information
• Demonstrates a positive, adaptable attitude toward AI-enabled tools and automation, with a willingness to learn and apply them to improve customer support, troubleshooting, and operational efficiency
• Knowledge and/or experience of aviation industry a plus
• Bilingual a big plus (Spanish preferred)
• Must possess the ability to read, analyze and interpret technical procedures and understand general business correspondence and effectively present information and respond to questions via multiple methods of communication to both internal and external stakeholders
• Knowledge of and/or experience in accounting processes
• Knowledgeable in current networking standards
• Familiar with system administration
• Fluent with Microsoft Server and Windows operating systems.
• Knowledge of accounting systems a plus (i.e., Quick Books, Great Plains)
• Knowledge of client/server software systems, SQL, and Oracle database systems a plus
• Intermediate to advanced knowledge of Microsoft Office including Outlook and Excel
• Hardware/Software troubleshooting experience in environments servicing local and remote users

Compensation range - $26.00 - $30.00 / hour

Why Work at CAMP?

Join a culture where your ideas matter, your impact is real, and your growth is supported. Be part of a team reimagining the future of aviation.

CAMP is committed to creating a diverse environment and is proud to be an affirmative action and equal opportunity employer - vets/disabled

CAMP is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, please contact [e-mail].

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or protected veteran status EEO.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.