Technical Support Engineer

3 weeks ago

Austin, United States Camp Full time

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.

CAMP’s 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 Engineer 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 Engineers 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 hr@campsystems.com.

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

  • Senior Technical Support Engineer

    4 weeks ago

    Austin, Texas, United States ASSA ABLOY Full time

    Job Title: Senior Technical Support EngineerJob Summary:We are seeking a highly skilled Senior Technical Support Engineer to join our team. As a Senior Technical Support Engineer, you will be responsible for leading the technical support team, driving exceptional service, and effectively communicating with senior-level technical and managerial roles, both...

  • Senior Technical Support Engineer

    1 month ago

    Austin, Texas, United States ASSA ABLOY Full time

    Job Title: Senior Technical Support EngineerAre you a technical expert with a passion for problem-solving? Do you have experience in Microsoft Server Technologies and consumer authentication? We're looking for a Senior Technical Support Engineer to join our team at HID Global, a leading provider of identity and access management solutions.Key...

  • Technical Support Engineer

    3 weeks ago

    Austin, United States Document Crunch Full time

    Document Crunch is seeking a full-time Technical Support Engineer to join our energetic and tight-knit team.  You’ll be working with everyone in the company to provide excellent support to our customers and great visibility into the customer experience to our product and development teams.  What makes Document Crunch a great place to work?  We’re...

  • Technical Support Specialist

    4 weeks ago

    Austin, Texas, United States Deskpro Full time

    Job Description:At Deskpro, we're looking for a skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will be responsible for providing exceptional customer support to our clients. Your primary goal will be to troubleshoot and resolve technical issues related to our helpdesk software platform.Key Responsibilities:...

  • Technical Support Specialist

    1 month ago

    Austin, Texas, United States Deskpro Full time

    Job DescriptionAt Deskpro, we're looking for a skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you'll play a critical role in helping our customers resolve technical issues with our helpdesk software.Key Responsibilities:Provide technical support to customers via email, phone, and chatDiagnose and troubleshoot complex...

  • Senior Technical Support Engineer

    4 weeks ago

    Austin, Texas, United States HID Global Full time

    Job Summary:HID Global is seeking a highly skilled Senior Technical Support Engineer to join our Identity and Access Management Solutions Department. As a key member of our technical support team, you will be responsible for providing exceptional service to our customers, ensuring timely and effective resolution of technical issues, and driving the evolution...

  • Technical Support Director

    4 weeks ago

    Austin, Texas, United States ASSA ABLOY Full time

    Job Title: Technical Support DirectorJob Summary:We are seeking a highly skilled Technical Support Director to lead our global technical support team. The successful candidate will be responsible for setting strategy, organizational structure, processes, knowledge, and cost/efficiency targets to achieve a market-leading support experience and satisfaction...

  • Technical Support Specialist

    1 month ago

    Austin, Texas, United States Online River Full time

    Job DescriptionAs a Support Engineer at Online River, you will play a critical role in delivering exceptional technical support and assistance to our customers. Your primary responsibility will be to provide timely and effective solutions to customer inquiries and technical issues via various communication channels.Key ResponsibilitiesCustomer Support:...

  • Sr. Technical Support Engineer

    4 weeks ago

    Austin, Texas, United States Canon U.S.A., Inc. Full time

    About the RoleAre you looking for a challenging opportunity to work with cutting-edge semiconductor manufacturing equipment? As a Sr. Technical Support Engineer, you will provide critical support to customers, responding to questions and resolving technical issues to minimize equipment downtime and ensure positive customer relationships. You will also be...

  • Senior Technical Support Specialist

    1 month ago

    Austin, Texas, United States HID Global Full time

    Technical Support Engineer - Advanced SolutionsHID Global is seeking a highly skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will be responsible for providing exceptional technical support to our customers, ensuring that their issues are resolved efficiently and effectively.Key Responsibilities:Provide technical...

  • Technical Support Specialist

    4 weeks ago

    Austin, Texas, United States WP Engine Full time

    Job SummaryWe are seeking a highly skilled Technical Support Specialist to join our team at WP Engine. As a Technical Support Specialist, you will be the first point of contact for our customers, providing support via live chat, phone, and support tickets. You will develop a deep technical knowledge of open source technologies and deliver a world-class...

  • Technical Support Engineer

    3 weeks ago

    Austin, United States Insight Global Full time

    Job Description:Insight Global is looking for two "3LS Support Engineers" (Level 1 & Level 2) to work onsite at one of their premier customers in Austin, Tx. This person will be utilizing their PC hardware and software knowledge to troubleshoot/debug complex cases that are presented from top customers. They will validate the issues and then debug/root cause...

  • Drainage Engineer- PE

    3 weeks ago

    austin, United States Advantage Technical Full time

    Drainage Engineer- PEAustin, TXWe seek a skilled Drainage Engineer to join our team and support highway and bridge projects across Texas.Responsibilities:Perform cross-drainage hydraulic analysis and design.Coordinate the preparation of drainage drawings, specifications, and cost estimatesOverseeing the development of project-specific drainage/hydraulic...

  • Drainage Engineer- PE

    2 weeks ago

    Austin, United States Advantage Technical Full time

    Drainage Engineer- PEAustin, TXWe seek a skilled Drainage Engineer to join our team and support highway and bridge projects across Texas.Responsibilities:Perform cross-drainage hydraulic analysis and design.Coordinate the preparation of drainage drawings, specifications, and cost estimatesOverseeing the development of project-specific drainage/hydraulic...

  • Drainage Engineer- PE

    3 weeks ago

    Austin, United States Advantage Technical Full time

    Drainage Engineer- PEAustin, TXWe seek a skilled Drainage Engineer to join our team and support highway and bridge projects across Texas.Responsibilities:Perform cross-drainage hydraulic analysis and design.Coordinate the preparation of drainage drawings, specifications, and cost estimatesOverseeing the development of project-specific drainage/hydraulic...

  • Drainage Engineer- PE

    3 weeks ago

    austin, United States Advantage Technical Full time

    Drainage Engineer- PEAustin, TXWe seek a skilled Drainage Engineer to join our team and support highway and bridge projects across Texas.Responsibilities:Perform cross-drainage hydraulic analysis and design.Coordinate the preparation of drainage drawings, specifications, and cost estimatesOverseeing the development of project-specific drainage/hydraulic...

  • Technical Support Engineer

    3 weeks ago

    Austin, United States Insight Global Full time

    Job Description:Insight Global is looking for two "3LS Support Engineers" (Level 1 & Level 2) to work onsite at one of their premier customers in Austin, Tx. This person will be utilizing their PC hardware and software knowledge to troubleshoot/debug complex cases that are presented from top customers. They will validate the issues and then debug/root cause...

  • Technical Support Engineer

    3 weeks ago

    austin, United States Insight Global Full time

    Job Description:Insight Global is looking for two "3LS Support Engineers" (Level 1 & Level 2) to work onsite at one of their premier customers in Austin, Tx. This person will be utilizing their PC hardware and software knowledge to troubleshoot/debug complex cases that are presented from top customers. They will validate the issues and then debug/root cause...

  • Technical Support Engineer

    3 weeks ago

    austin, United States Insight Global Full time

    Job Description:Insight Global is looking for two "3LS Support Engineers" (Level 1 & Level 2) to work onsite at one of their premier customers in Austin, Tx. This person will be utilizing their PC hardware and software knowledge to troubleshoot/debug complex cases that are presented from top customers. They will validate the issues and then debug/root cause...

  • Technical Support Specialist

    4 weeks ago

    Austin, Texas, United States Camp Full time

    Job SummaryWe're seeking a skilled Technical Support Engineer to join our team at CAMP Systems. As a key member of our support team, you will be responsible for addressing complex customer technical issues through effective diagnosis and collaboration, ensuring timely resolutions.The ideal candidate will possess strong SQL skills, knowledge of Windows Server...