Technical Support Specialist - Austin, United States - Camp

Description

CAMP Systems is the leading provider of aircraft compliance and health management services to the global business aviation industry. CAMP is the pre-eminent brand in its industry and is the exclusive recommended service provider for nearly all business aircraft manufacturers in the world. Our services are delivered through a SaaS plus model and we support over 20,000 aircraft on our maintenance tracking platform and over 31,000 engines on our engine health monitoring platform. Additionally, CAMP provides shop floor management ERP systems to over 1,300 aircraft maintenance facilities and parts suppliers around the world. CAMP has grown from a single location company in 2001, to over 1,300 employees in 13 locations around the world.

CAMPs relationships with business aircraft manufacturers, aircraft maintenance facilities, and parts suppliers place it in a unique position to understand how current offline information flows in the business aviation industry to introduce friction to the global market for business aviation parts and services. CAMP is building a digital business that will streamline the exchange of parts and services and create substantial value for both CAMP and the aviation industry at large.

CONTINUUM Applied Technology, a division of CAMP, is the provider of the CORRIDOR software suite, which is one of the most widely used ERP systems for business aviation aircraft service centers. The CORRIDOR software suite is comprised of several modules, designed to enable aircraft service centers to manage almost every aspect of their business.

CAMP is an exciting company to work for, not only because of its future growth prospects, but also because of its culture. Smart, motivated people, who want to take initiative, are given the opportunity and freedom to make things happen. CAMP is part of the Hearst Business Media portfolio.

Job Summary

We're seeking a proactive Technical Support Specialist to address complex customer technical issues through effective diagnosis and collaboration, ensuring timely resolutions. The role involves software installations, upgrades, database refreshes, and troubleshooting using advanced SQL. Candidates should possess strong SQL skills, knowledge of Windows Server administration, and proficiency in Microsoft Internet Information Services. Ideal candidates will work independently, be productive in both office and remote settings, and be available to participate in an on-call rotation outside regular hours. Responsibilities also include maintaining operational processes, documenting issues, adhering to Service Level Agreements, and coaching and mentoring team members to foster a learning environment.

Responsibilities

• Own, troubleshoot, and solve complex customer technical issues through effective diagnosis, resolution, collaboration, and troubleshooting best practices. Maintains transparency within and across teams and maintains updates on the case.
• Provide support and manage customer inquiries via Zendesk and Dialpad, addressing incoming service requests, including those on the Customer Emergency Support line.
• Investigate and resolve escalated technical issues from product support teams, ensuring timely and effective solutions are provided, while coordinating with cross-functional teams to address complex problems and improve product reliability.
• Perform installations, upgrades, and migrations of CORRIDOR software.
• Perform Database refreshes to keep Customer Test Environments up to date.
• Utilize advanced SQL queries for troubleshooting issues, analyzing system performance, and updating data to maintain database integrity and support operational efficiency.
• Collaborate with peer Technical Support Specialists to escalate incidents and notify management about priorities and critical issues.
• Deliver clear jargon-free guidance to clients by identifying problems, conducting research, and providing step-by-step corrective measures promptly.
• Implement and maintain operational processes and procedures.
• Reproduce and meticulously document bugs, as well as gather detailed information for feature requests, aiding in their resolution and enhancement, contributing to continuous software improvement.
• Contribute to an extensive knowledgebase by creating and updating procedural documents, FAQs, known errors, etc., facilitating a comprehensive resource for the team.
• Execute assigned customer support tasks in adherence to Service Level Agreements (SLAs) and other Software Maintenance Agreement timelines.
• Other duties or project work may be assigned.

Requirements

• Preferably hold a Bachelor's degree, although candidates with an Associate's degree or equivalent from a two-year college/technical school, coupled with at least five (5) years of related work experience, will be considered.
• Advanced proficiency in SQL, including writing complex queries, optimizing database performance, and managing data transformations, essential for in-depth data analysis and resolving database-related issues.
• In-depth knowledge of Windows Server administration and troubleshooting tools, such as event viewer reviewing application logs.
• Proficient in managing and configuring Microsoft Internet Information Services (IIS), including setting up web servers, managing websites and applications, and ensuring optimal performance and security of web services.
• Must be comfortable using and learning complex software applications with the capability and desire to teach others how to use our software solutions to solve their business needs.
• Independent and highly productive, capable of operating efficiently from both the company office and a remote work environment.
• Willingness to be on-call beyond regular business hours and weekends, participating in rotational after-hours support.
• Strong team player, actively contributing to the collective learning, growth, and success of the team.
• Exceptional verbal and written communication skills, catering to internal team members and customers alike.

Preferred Qualifications

• Hands on experience with client/server software systems, SQL, Microsoft Server, Oracle databases, IT networking standards, Microsoft Remote Desktop, hardware/software troubleshooting in remote user environments, and enterprise SaaS software solutions (including CORRIDOR).
• Previous experience in with Zendesk, Jira, Confluence, and Microsoft teams.
• Exposure to preparing and presenting basic software training materials.
• Exposure/experience in preparing and presenting software training information.
• Knowledge and/or experience of aviation industry.
• Bilingual communication skills are a plus.

CAMP is committed to creating a diverse environment and is proud to be an affirmative action and equal opportunity employer. We understand the value of diversity and its impact on a high-performance culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

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

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