Technical Support Engineer I

Jeppesen ForeFlight; Austin (TX); On-site; USD 60,000 - 82,000; Full time

Benefits offered by this job

Medical insurance

Open PTO policy

401(k) with company match

Paternal leave (12 weeks)

Flight training rewards

Job summary

Jeppesen ForeFlight is seeking a Technical Support Engineer I to support our portfolio of aviation solutions and services, including day-of-operations navigation software, data delivery systems, inflight mobile applications, weather solutions, and other flight-critical technologies.

You’ll serve as a key technical resource for customers, respond to support requests and escalations, troubleshoot issues, and help maintain knowledge resources and support tools.

Qualifications

• Bachelor’s degree or equivalent with education and relevant work experience.
• Experience supporting computer applications or software in an operational or mission-critical environment.
• At least one year of customer service or customer support experience.
• Strong troubleshooting and communication skills in technical contexts.

Responsibilities

• Serve as a key technical support contact for Jeppesen ForeFlight customers.
• Respond to incoming technical support requests and escalations in a customer-focused manner.
• Troubleshoot software, application, and system-related issues with structured problem-solving.
• Perform server health checks and restarts to support system availability and performance.
• Collaborate with Engineering and Development teams to resolve complex issues and defects.
• Guide customers and internal teams through troubleshooting steps to optimize performance.
• Respond to inquiries within established SLAs.
• Document interactions, issues, and resolutions in the CRM system.
• Build and maintain internal and external knowledge base content and tools.
• Identify recurring issues and opportunities to improve support processes.

Skills

Troubleshooting

Customer service

Technical communication

Problem solving

Cross-functional collaboration

Education

Bachelor’s degree in Aviation, Computer Science, or related field

Job description

Jeppesen ForeFlight is looking for a Technical Support Engineer I to support our portfolio of aviation solutions and services, including mission-critical day-of-operations navigation software, data delivery systems, inflight mobile applications, weather solutions, and other flight-critical technologies.

In this role, you’ll serve as a key technical resource for our customers, responding to support requests and internal escalations while troubleshooting issues and helping ensure our products and services operate reliably. You’ll also help build and maintain customer-facing and internal knowledge resources, troubleshooting documentation, and support tools.

The ideal candidate brings strong problem-solving skills, a customer-focused mindset, and an interest in supporting technology within an operational, mission-critical environment.

Key Responsibilities

• Serve as a key technical support contact for Jeppesen ForeFlight customers.
• Respond to incoming technical support requests and escalations in an effective, efficient, and customer-focused manner.
• Troubleshoot software, application, and system-related issues using critical thinking and structured problem-solving.
• Perform server health checks and process or service restarts as part of proactive activities designed to support system availability and performance.
• Collaborate with advanced support teams, Engineering, and Development teams to investigate and resolve complex technical issues and software defects.
• Guide customers, dealers, and internal teams through troubleshooting steps and procedures to help ensure optimal software performance.
• Respond to technical support inquiries within established service-level agreements (SLAs).
• Document customer interactions, technical issues, and resolutions within the customer relationship management (CRM) system to support accurate tracking, reporting, and escalation.
• Build and maintain internal and external knowledge base content, troubleshooting resources, support documentation, and tools.
• Identify recurring issues and opportunities to improve support processes and the overall customer experience.
• Perform other duties as assigned.

Basic Qualifications

• Bachelor’s degree in Aviation, Computer Science, or a related field, or an equivalent combination of education and relevant work experience.
• Experience supporting computer applications or software within an operational or mission-critical environment.
• At least one year of customer service or customer support experience.
• Strong troubleshooting, critical-thinking, and problem-solving skills.
• Ability to communicate technical concepts clearly and effectively to both technical and non-technical audiences.

Preferred Qualifications

• Pilot certificate, instrument rating, or other aviation-related certification.
• Microsoft or other relevant technical certifications.
• Experience supporting or troubleshooting mobile applications.
• Experience working with aviation software, flight operations technology, or other safety-or mission-critical systems.

Why Join Us

Benefits

At Jeppesen ForeFlight, we know you want a rewarding career. To do that, you need challenging projects, a good work environment, and awesome coworkers. We believe in our employees, and we empower them to make a direct impact on our products and services. We strive to provide our employees with a world-class benefits experience, focused on supporting their physical, financial, and emotional wellbeing. Our benefits package includes but is not limited to the following:

• Medical, dental, vision insurance with Employer paid health premiums
• Open PTO Policy
• 401(k) with up to 10% company matching and immediate vesting
• 12 Weeks Paid Paternal Leave
• Flight Training Rewards

Pay is based upon candidate experience and qualifications, as market and business considerations: Summary Pay Range: $60,000-$82,000

Jeppesen ForeFlight - EOE including Disability/Vets | Pay Transparency | E-Verify Participant | Equal Opportunity Employer