Overview

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.

FlightBridge, a subsidiary of CAMP Systems International, is the only online booking and management platform for the private and business aviation industry, connecting aircraft operators, Fixed Base Operators (FBOs) and vendors. FlightBridge makes it easy to book and manage concierge services such as hotels, rental cars, commercial airline tickets, catering and more, and communicate with Fixed Base Operators (FBOs) and other stakeholders.

FlightBridge fosters an open, supportive, and collaborative work culture to empower every team member to share their ideas and see them to fruition. We appreciate that each new hire brings their unique experience, adding to our culture.

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

The Technical Support Engineer is a critical role within the FlightBridge Technology team because it embodies a central tenet of the organization and that is Service!

FlightBridge prides itself on being incredibly responsive to our customers' needs and the Technical Support Engineer role expectations are intended to reflect this level of elevated service excellence for our internal and external clients. With this focus, the Technical Support Engineer collaborates across the organization daily with Support team members, Customer Account Managers, Technology team members, external technology partners and customers.

In a market segment with discerning customers who expect high quality products and services, our ability to resolve issues and follow up quickly is a value-add component of our product delivery and core to our business.

The Technical Support Engineer is responsible for acting as the primary escalation point for handling customer support issues. The ideal candidate is comfortable discussing technical issues within our Technology team as well as end users. Highly qualified candidates will be self-starters with a learning and improvement mind-set and demonstrate experience solving complex technical problems.

Responsibilities

• Serve as the technical escalation point for Tier 1 and 2 support issues
• Determines requirements and/or root cause of technical issues by working with Support team
• and engages software engineering to address complex issues and ensure optimal system
• performance
• Ensures escalation situations are correctly managed and resolved timely and professionally
• Work as a liaison between business and technology teams by recording, analyzing, and triaging
• customer issues and managing issue communication to developers and resolution to customers
• Interface with 3rd party technology partners as well as customer technology teams to research
• and resolve issues
• Monitor cloud services and database performance to detect, identify, and report issues before
• they cause problems
• Collaborate with Business Analysis and QA team members in order to validate incoming tickets
• against software requirements and create detailed/actionable defects or ideas
• Develop basic scripting solutions and assist with light development tasks
• Drive improvements in issue triage, reporting, and analysis to better understand pain points
• Contribute to the development of support resources, including training materials, user guides,
• and knowledge base articles
• Participate in after-hours upgrades, troubleshooting, and/or on-call availability as needed

Requirements

• 3 years of experience in a technical role - either in customer support, software engineering, or similar
• 3 years working with technical products in the cloud Software-as-a-service domain
• Experience delivering or supporting solutions using the following technologies:
  • SQL: 3 years (Required)
  • Object-oriented (C#, Java, etc.) and/or JavaScript: 3 years (Required)

• • XML/JSON: 3 years (Required)
  • Azure: 3 years (Desired)

• Ability to diagnose and troubleshoot basic to complex technical issues
• Working knowledge of monitoring standards and capabilities for SQL databases and cloud server
• environments
• Excellent verbal and written communication skills and is comfortable working with clients at a business level to understand their current and historic issues regarding their business and technology
• Clear understanding of the intersection between user needs, usability and technology requirements
• Customer service oriented and have a desire to help others

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