Technical Support Engineer (Aviation Support)

Work Schedule: TBD

PRIORITY RESIDING WITHIN METRO MANILA, PHILIPPINES

Urgent hiring

• Technical Expertise - develop and maintain in-depth knowledge of our products and systems, becoming the go-to expert for technical inquiries.
• Issue Diagnosis and Resolution - utilize expertise in reading and understanding logs and even code to identify and resolve complex technical issues.
• Escalation and Collaboration - escalate technical issues to developers and QA teams when necessary, ensuring effective resolution and communication.
• Ticket Management - efficiently manage and track customer issues using our ticket tracking system, ensuring timely responses and resolutions.
• Client Interaction - communicate effectively with clients to understand their technical problems and provide clear, concise solutions.
• System Analysis - evaluate system performance, identify potential issues, and suggest improvements or optimizations.
• Process Improvement - Contribute to the improvement of support processes and guidelines to enhance team efficiency and effectiveness.

• Able to communicate complex technical concepts clearly and effectively in English
• Experience or knowledge in Aviation Support (is a plus.)
• 2 to 3 years of experience in Zendesk (Admin level BMC remedy)
• User-level experience with GitLab
• User level experience with Monday.com
• User level experience with Google Chrome Dev tools (for capturing logs from the user’s instance of ApronAI)
• User level experience with Grafana (For log analyzing)
• Strong foundation in system administration, engineering, or a related field
• Demonstrated ability to diagnose and resolve complex technical issues
• Proficiency in reading and understanding system logs
• Experience in reading and writing Python code is a big plus
• Proven track record in a technical support role, particularly in an experienced or senior engineer capacity
• Experience supporting computer vision and machine learning systems would be beneficial, but not mandatory
• Familiarity with corporate networking, hardware, and data centers
• Understanding information security principles and best practices
• The ability to work closely with software developers, QA teams, and other technical staff
• Experience with using and managing ticket tracking systems in a support environment
• Basic understanding of change management, incident management, and problem management processes