Customer Success Product Specialist

CAE Flight Services Support Role

CAE is a high technology company, at the leading edge of digital immersion, providing solutions to make the world a safer place. Our flight services business delivers software solutions to more than 150 airline customers.

Here are few reasons why folks love working at CAE!

• Meaningful work that drives professional development
• Ability to enter and grow within the technology industry
• Work in a collaborative environment
• Be part of a high-performance team

Your Role & Main Responsibilities

Responsibilities:

• Acts as Second Level support for Global customers in the Flight Service organizations. Supporting Crew Manager product solutions.
• Responsible for the analysis, replication, and resolution of medium to high complex problems at multiple layers (application, environment, database, networking) in a high availability environment using advanced software and diagnostics tools.
• Provides support to both, application front and back-end, as well as recommends best business practices to customers on the application usability and system maintenance.
• Acts as a liaison with multiple teams across the organization, including Development, Product, and Account Teams, ensuring issues get the proper level of attention and prioritization for customer resolution on maintenance issues/service requests. Responsible for the account management of certain airlines which represents the primary point of contact for that airline from a problem resolution perspective.
• For Flight Service organization, applies technical knowledge which involves Windows Server operating system, UNIX and Citrix platforms. Must have basic knowledge of PL/SQL, Oracle and RDBMS Scripting, Unix shell script knowledge to resolve complex software problems.
• Works under general supervision with few direct instructions, decisions are frequently reviewed.
• May include On-Call work on a 24x7 basis for critical and high severity issues.
• Decisions and actions have an impact on the success of a team or department.
• May provide training to other colleagues and new hires.
• Other potential engagements in other work areas within the company.

Requirements:

• Bachelor's degree or above.
• An analytical and troubleshooting mindset is a requirement.
• Previous Customer Support experience (3-5 years)
• Windows/Unix(Solaris) usage familiarity is desired.
• Knowledge and expertise in PL/SQL, Oracle database, UNIX shell script, LINUX Operation system, Windows operation system.
• C++ and JAVA coding background is desired.
• Excellent communication skills in English (oral and written).
• Must be organized, able to multi-task, and prioritize daily workload.
• Airline/Crew Management background is a Must.
• Familiarity with AWS environment.