Application Support Analyst - ALL LEVELS

About Us Air-tek is a Canadian based software company focused on modernizing the airline industry and dealing with its most important and valuable issues.Our diverse team is helping to automate the most critical operations processes within airlines to ensure that billions of passengers seamlessly arrive at their final destination.Our software has been in production for over six years and is deployed at some of the largest and fastest growing airlines around the world, giving them some of the greatest increases in efficiencies and customer satisfaction they have seen in years.Through the pandemic airlines have faced increasing operational challenges driving even greater interest in our unique suite of products.Although our global customers know us, we intentionally remain in stealth mode during this phase of our growth. But it's no secret that our team shares a collective passion for solving complex problems, a drive to innovate, and a desire to create the passenger-centric travel industry.With offices in both Toronto and Montreal, 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.As we continue to scale and execute our vision for the airline industry, we are looking for talented individuals to join our team!What You Will DoPerform in-depth analysis of customer-reported issues - determine root cause, workarounds, and preventative solutions.Review log files, databases, and system configuration to track potential causes of issues. Work with other teams as required to support our customers.Participate in rotating on-call shifts.Contribute to ticket updates, incident reports, and other written communications.Contribute to the product knowledge base for incident management and troubleshooting.Take technical inquiries relating to our software, integrations, and hosting environments.Learn the product, how it works, and related technologies, improving your knowledge and capabilities over time. A few examples of the technologies we use (prior knowledge is helpful but not expected):- MongoDB- RabbitMQ- Octopus Deploy- AWS (various services)- Windows and Linux- PowerShellAbout YouFor entry-level and junior candidates: An interest in working with technologyAbility to learn new technical skills, including some self-directed learningExperience working directly with customers (internal or external) in any fieldCareer-changers and self-taught candidates with some technical experience are welcome! For example, if you recently completed a course to move into the IT field, or if you have done some personal learning projects on your own, we would love to talk with you.For experienced candidates: 5+ years of experience working within an enterprise-level technical support environment where you engaged directly with customersSolid knowledge of operating systems - specifically Windows OS and LinuxExperience working with databases and messaging systemsExperience working with cloud platforms is an asset.Ability to communicate clearly and concisely (both written and verbal)Continual learning and developmentExperience with airlines is considered an asset but not required. You will learn on the job.Why Join UsWorld class teamsDirect global impact of billions of passengersInnovative and collaborative team environment with office hubs in Toronto and MontrealStrong supportive management team Airlines and Aviation,Aviation and Aerospace Component Manufacturing,Software Development