IT Technical Support Assistant

SKYTRAC is a leader in transforming aviation communication through cutting-edge satellite and cellular technologies. Trusted by operators, OEMs, and organizations worldwide, SKYTRAC serves over 800 customers across all aerospace sectors. Our Low Earth Orbit (LEO) satellite solutions are redefining connectivity and reshaping the future of aviation.

The Technical Support Specialist provides first-line support for SKYTRAC's global customers, initially focusing on incoming calls to build troubleshooting, communication, and product expertise. As expertise is gained, the role expands to diagnosing and resolving hardware and software issues, translating faults into clear corrective actions, and ensuring timely resolution. As the first point of contact, the role maintains proactive communication and collaborates across teams to deliver exceptional service.

This position is based in our Kelowna, BC, office, which is a requirement to ensure collaboration with the broader team.

The ideal candidate is an excellent communicator with strong verbal and written English skills, capable of effectively engaging both technical and non-technical audiences. They have a proven ability to troubleshoot technical issues, providing clear resolution instructions to ensure effective problem-solving and customer support.

The Technical Support Specialist will:

Serve as the initial point of contact for all incoming customer phone calls, ensuring timely and effective troubleshooting, transitioning to sharing this responsibility with team member

Prioritize and assign customer inquiries to ensure proper ownership and meet KPI targets

Quickly resolve aircraft on the ground (AOG) issues

Act on requests from the customer support portal or calls

Offer feedback on product enhancements based on field experience and customer input

Regularly communicate with customers, following up on technical issues

Facilitate communication channels for customer interaction, including AOG cases and special attention plans

Support the development of revenue-generating opportunities, including quotations for in-service modifications and out-of-warranty support

Assist in warranty disposition and conduct root cause analysis for technical issues

Support the creation of technical documentation, such as Field Service Bulletins, User Manuals, and Maintenance Manuals

Provide on-site installation and field support to customers, with potential short-term assignments at customer sites

Deliver training to customers on SKYTRAC products

Demonstrated experience in a technical support or adjacent customer facing role

Familiarity with aviation systems or similar complex technical environment

Experience in prioritizing and addressing customer inquiries to meet KPI targets

Familiarity with creating and maintaining technical documentation, including internal and external user manuals

Experience assisting in warranty disposition and conducting root cause analysis for technical issues

Ability to deliver remote and on-site training to customers on SKYTRAC products, with on-site travel within North America anticipated to be up to 10% of the role. Must hold a valid passport.

Bachelor's degree in relevant technical field such as Information Technology, Engineering, Computer Science OR valid AME-E/M1/M2 license

Minimum three years of experience in an equivalent technical role

Familiarity with avionics and aircraft systems and the ability to quickly understand new systems

Relevant technical certifications such as CompTIA A+, Network+ or other industry specific certifications demonstrating a strong foundation in technical skills

In depth knowledge of API's, data transmission protocols and IP network infrastructure

Our commitment to growth and development has made us the trusted subject matter experts we are today.

Engaging team-building activities

Flexible work hours

Performance-based bonuses

Additional days off beyond vacation entitlement

This position is for an existing vacancy within our Customer Support & Service team.

The salary range for this role is $55,000 - $60,000 CAD. The range posted is a guide and may not represent the compensation offered to the successful candidate.