Product Support Engineer at ForeFlight
United States
<p>Jeppesen ForeFlight are seeking a dedicated Product Support Engineer to join our dynamic Pilot Support team. This role is pivotal in delivering exceptional support services to our global customer base. As a Product Support Engineer, you will collaborate closely with fellow support team members to deliver timely and accurate assistance to our customers. The ideal candidate will possess a genuine passion for aviation, outstanding technical skills, and a strong commitment to delivering unparalleled customer service.</p> <p> </p> <h4><strong>Key Responsibilities:</strong></h4> <ul> <li aria-level="1">Serve as the primary point of contact for customer inquiries and technical support related to our portfolio of Jeppesen ForeFlight applications & services</li> <li aria-level="1">Provide prompt and friendly assistance to customers via email, support portal, and occasional phone calls, ensuring each interaction exceeds expectations</li> <li aria-level="1">Collaborate with cross-functional teams to relay customer feedback, contribute to product enhancements, and address any technical issues</li> <li aria-level="1">Conduct thorough research to resolve customer queries effectively, demonstrating empathy and understanding throughout the support process</li> <li aria-level="1">Uphold our commitment to excellence by delivering clear, concise, and articulate responses to customer inquiries within established timeframes</li> <li aria-level="1">Demonstrate proficiency in utilizing iPad, iPhone, and various ADS-B and GPS accessories to effectively troubleshoot technical issues</li> </ul> <p> </p> <h4><strong>Required Qualifications:</strong></h4> <ul> <li aria-level="1">Strong technical aptitude with proficiency in utilizing iPad, iPhone, and related accessories</li> <li aria-level="1">Excellent written and verbal communication skills, with a keen eye for detail</li> <li aria-level="1">Proven ability to thrive in a fast-paced, high-volume support environment</li> <li aria-level="1">Empathetic and patient demeanor when addressing customer concerns</li> <li aria-level="1">Ability to work flexible hours, including weekends, holidays, and on-call support as needed</li> <li aria-level="1">Demonstrated proficiency with Salesforce and/or Zendesk, Google Workspace and/or Office365, Atlassian products (Confluence and JIRA), and Slack</li> <li aria-level="1">Comfortable working on a remote team, primarily interacting with colleagues via Slack & video conferencing</li> </ul> <p> </p> <h4><strong>Preferred Qualifications: </strong></h4> <ul> <li aria-level="1">FAA Pilot certification (preferably with an instrument rating)</li> <li aria-level="1">Passion for aviation and a genuine desire to help others</li> <li>Experience with multiple Jeppesen ForeFlight products and services, such as ForeFlight Mobile, ForeFlight Dispatch, Jeppesen charts, JDM, etc</li> </ul> <p> </p> <h4><strong>About Jeppesen ForeFlight:</strong></h4> <p>Jeppesen ForeFlight is a leading provider of innovative aviation software solutions, serving the Commercial, Business, Military, and General Aviation sectors globally. Combining Jeppesen’s 90-year legacy of accurate aeronautical data with ForeFlight’s expertise in cutting-edge aviation technology, the company delivers an integrated suite of tools designed to enhance safety, improve operational efficiency, and sharpen decision-making.</p> <p> </p> <h4><strong>Why You Should Join:</strong></h4> <p>At Jeppesen ForeFlight, we know you want a rewarding career. To do that, you need challenging projects, a good work environment, and awesome coworkers. We believe in our employees, and we empower them to make a direct impact on our products and services messaging. We strive to provide our team and their loved ones with a world-class benefits experience, focused on supporting their physical, financial, and emotional wellbeing. Our benefits package includes but not limited to the following:</p> <ul> <li>Medical, dental, vision insurance with Employer paid health premiums</li> <li>Open PTO Policy</li> <li>401(k) with up to 10% company matching and immediate vesting</li> <li>12 Weeks Paid Maternity Leave</li> <li>12 Weeks Paid Paternity Leave</li> <li>Flight Training Rewards</li> </ul>
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