AIR TEK

Application Support Analyst

Toronto

Sponsorship not specified$60k-$90kDetected 643 days ago

SwiftMongoDBAWSCloud PlatformsDatadogRabbitMQProcess ImprovementCustomer SupportCommunicationCollaboration

About the role

About Us: Air-tek is a Canadian-based software company with a powerful suite of unique products that have already achieved a significant share of a huge global market. The product market fit is excellent, and customers are lining up to buy. Although our global customers know us, we intentionally operate in stealth mode during this growth phase. Our diverse
team shares a collective passion for solving complex problems with a drive to innovate and a desire to create the passenger-centric travel industry. Based in Toronto, our inclusive culture is built on trust, collaboration, delivering a great product, and continuous personal development. We love what we do, and we support the team around us. Overview: We are

Incident Management: Lead the timely resolution of high-priority incidents, coordinating with internal teams. Conduct post-incident reviews to identify and implement improvements.
Customer Advocacy and Product Expertise: Build, maintain and continuously enhance your deep product knowledge to address customer questions and concerns. Advocate for customer needs in cross-functional discussions.
Process Optimization and Continuous Improvement: Identify opportunities to improve support processes and workflows.
Knowledge Sharing and Documentation: Maintain thorough documentation of troubleshooting steps, solutions, and best practices.

Experience with the following technologies would be considered an asset.
Your technical troubleshooting expertise, strong communication skills, and ability to handle high-pressure situations will be crucial to your success.

Diagnose and resolve complex technical issues, acting as the primary escalation point.
Excellent troubleshooting ability, including when facing new and unfamiliar problems.
Experience working with databases and/or message queueing or event streaming systems.
Experience with cloud platforms like AWS is highly desirable.
MongoDB
RabbitMQ or similar message queueing systems
DataDog or similar observability platforms
AWS (various services)
Work with exciting, modern technologies and gain hands-on experience across a diverse range of projects.
Contribute to solutions that make a tangible impact.
Enjoy opportunities for professional growth and development in a supportive environment.

Participate in a culture of continuous learning and knowledge sharing within the team.
24/7 Coverage: Work on a rotating
shift schedule to ensure 24/7 support coverage for our international customer base.

Air-tek is a Canadian-based software company with a powerful suite of unique products that have already achieved a significant share of a huge global market.
The product market fit is excellent, and customers are lining up to buy.
Although our global customers know us, we intentionally operate in stealth mode during this growth phase.
Our diverse team shares a collective passion for solving complex problems with a drive to innovate and a desire to create the passenger-centric travel industry.
Based in Toronto, our inclusive culture is built on trust, collaboration, delivering a great product, and continuous personal development.
We love what we do, and we support the team around us.
Overview: We are seeking an experienced Senior Application Support Analyst with strong customer-facing experience to join our team and support our airline SaaS solution that automates critical airline operations.
In this role, you will manage high-impact customer inquiries, ensure swift responses across our organization, and deliver exceptional service to leading airline clients.
Cross-Functional Collaboration: Collaborate with developers, product managers, and other teams in an agile environment to deliver rapid, high-quality responses to customers.

This listing is sourced directly from AIR TEK's careers page and normalized into a canonical job model.