Support Engineer – myairops
/Location: Farnborough HQ (Hybrid options available)
/Type: FTC 12 months
Are you a Support Engineer with experience tackling application issues for end‑users in a fast‑paced environment?
We have an immediate need for a Support Engineer to join our team! This role has two focus areas: supporting our suite of in‑house software and producing reports using SQL.
You would be joining our small but highly effective Support Team, providing support to customers who use our software to solve diverse challenges across business aviation. This is a really interesting role for somebody who wants to join a growing SaaS business operating in an exciting area of technology!
Our culture is extremely important to us; we are looking for an individual who would enjoy working with a talented, friendly and highly collaborative team.
/About us
We’re a friendly team of experts, optimists, big‑thinkers and problem‑solvers, and are lucky enough to work with some of the largest and most successful companies in the world. We’ve had an exciting journey so far, expanding rapidly in response to the success of our products in the market. We’re on the lookout for more brilliant people to join our team.
myairops is a leader of SaaS products to the aviation industry with customers worldwide, tackling diverse challenges including corporate flight departments, charter brokers, medical providers, military and business aviation operators.
/More about the role
The Support Engineer is part of the Support Team working within our Customer Success Department.
The role centres around logging and categorising incidents and requests, and crucially progressing these through to completion, including working with colleagues across the business. The role also involves technical capabilities in terms of writing reports, SQL scripting skills and an understanding of supporting cloud software delivered as SaaS.
Primary Responsibilities include, but are not limited to:
* Handing customer faults and requests through to completion via various means (portal, telephone, email and remote support); logging and categorising incidents and requests in the myairops ITSM tool.
* Providing technical support to end users, confident in escalation of issues, and consulting with the software engineering team for issue resolution.
* Building and creating reports in SSRS, and executing scripts in SQL for analysing data in the context of technical issues.
* Creating documentation, processes and recording knowledge to ensure the team captures key information to prevent recurrence and improve the overall customer experience.
* Working closely with the wider team, maintaining focus on continuous improvement activities regarding reporting and data, and extending to recording application defects with the engineering team.
/Working Hours
As part of delivering support to our customers, you will join the On‑Call Rota for out‑of‑hours assistance on critical customer issues. The structure is usually 1 week out of 4, after you have acquired the required level of experience and knowledge.
/Skills, Qualifications and Experience required
* /Essential: Experience managing and resolving support requests for external B2B customers.
* Proficient in technical troubleshooting and problem solving.
* Basic level knowledge of SQL.
* Excellent written and oral communication skills (across both technical and non‑technical scenarios).
* Ability to interpret complex information and adjust explanations appropriately for the audience.
* Ability to communicate effectively across both organisational and technical stakeholders.
* Ability to manage multiple tasks, utilising effective time management & prioritising skills.
* Able to proactively manage and anticipate potential issues and risks.
* Demonstrate ability to ask the right questions to understand and manage challenges, whilst also learning.
/Advantageous
* Experience managing and resolving application support requests for external B2B customers.
* Ability to plan, design, manage, execute reports using appropriate tools and techniques.
* Intermediate level knowledge of SQL.
* Demonstrable experience in using an IT Service Management tool for managing incidents and requests (e.g. ZenDesk, ServiceNow or FreshDesk).
/Location
The role offers a choice between hybrid or 100% office‑based working from our Farnborough location.
/Benefits include
* Group Pension Scheme – up to 5% contributions matched
* Life Assurance
* Income Protection
* Travel Insurance
* Discounts at popular retailers
Due to the volume of applications received, only candidates selected for interview will be contacted. If you do not hear back from us within 20 working days then your application has been unsuccessful on this occasion.
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