Customer Support Specialist (Aerospace)

Location: Waterloo, Canada; hybrid work with 3 days in the office

Company

Develops integrated digital solutions for airlines and the wider aerospace industry, including flight operations, crew planning, maintenance, ground operations, and predictive insights.

What you will do

• Process and monitor customer support tickets.
• Identify, reproduce, and resolve technical issues in SaaS workflows and logs.
• Review business processes and produce visuals and presentations.
• Facilitate customer meetings and track responses during operational disruptions.
• Develop advanced knowledge of one or more digital aviation products and provide product support.

Requirements

• Bachelor’s degree or college diploma, completed or in progress, in aviation, engineering, computer science, IT, or equivalent technical experience.
• Strong ability to analyze complex software workflows, logs, and technical issues.
• Fluent written and spoken English with the ability to explain complex technical concepts.
• Analytical problem-solving skills, autonomy, organization, and the ability to manage multiple priorities.
• Knowledge of big data, AI, databases, or web technologies is preferred.
• Knowledge of airline maintenance, engineering, flight operations, technical operations, or related regulatory frameworks is an advantage.

Nice to have

• At least 1 year of experience in customer-facing technical support or implementation.
• Experience with Skywise products such as PBS, NOC, NFP, Mission+, Flysmart+, or AODB.

Culture & Benefits

• Flexible hours and a hybrid working environment.
• 15–25 vacation days, sick and personal days, and a Christmas shutdown.
• Competitive group benefits, life insurance, RRSP matching, and maternity and paternity benefits.
• Professional development, training support, monthly Lunch and Learns, and a professional development day.
• Mental health support, fitness and wellness reimbursement, and employee share scheme access.
• Free parking, casual dress code, social activities, volunteer events, and an on-site game room with a flight simulator.

Hiring process

• Only selected applicants will be contacted.
• Accommodation is available on request throughout the recruitment and selection process.