Product Support Engineer
ForeFlight•Austin, TX
•Remote
About The Position
Jeppesen ForeFlight is seeking a dedicated Product Support Engineer to join their dynamic Pilot Support team. This role is pivotal in delivering exceptional support services to their global customer base. As a Product Support Engineer, the individual will collaborate closely with fellow support team members to deliver timely and accurate assistance to customers. The ideal candidate will possess a genuine passion for aviation, outstanding technical skills, and a strong commitment to delivering unparalleled customer service.
Requirements
- Strong technical aptitude with proficiency in utilizing iPad, iPhone, and related accessories.
- Excellent written and verbal communication skills, with a keen eye for detail.
- Proven ability to thrive in a fast-paced, high-volume support environment.
- Empathetic and patient demeanor when addressing customer concerns.
- Ability to work flexible hours, including weekends, holidays, and on-call support as needed.
- Demonstrated proficiency with Salesforce and/or Zendesk, Google Workspace and/or Office365, Atlassian products (Confluence and JIRA), and Slack.
- Comfortable working on a remote team, primarily interacting with colleagues via Slack & video conferencing.
Nice To Haves
- FAA Pilot certification (preferably with an instrument rating).
- Passion for aviation and a genuine desire to help others.
- Experience with multiple Jeppesen ForeFlight products and services, such as ForeFlight Mobile, ForeFlight Dispatch, Jeppesen charts, JDM, etc.
Responsibilities
- Serve as the primary point of contact for customer inquiries and technical support related to Jeppesen ForeFlight applications & services.
- Provide prompt and friendly assistance to customers via email, support portal, and occasional phone calls, ensuring each interaction exceeds expectations.
- Collaborate with cross-functional teams to relay customer feedback, contribute to product enhancements, and address any technical issues.
- Conduct thorough research to resolve customer queries effectively, demonstrating empathy and understanding throughout the support process.
- Uphold commitment to excellence by delivering clear, concise, and articulate responses to customer inquiries within established timeframes.
- Demonstrate proficiency in utilizing iPad, iPhone, and various ADS-B and GPS accessories to effectively troubleshoot technical issues.
Benefits
- Medical, dental, vision insurance with Employer paid health premiums
- Open PTO Policy
- 401(k) with up to 10% company matching and immediate vesting
- 12 Weeks Paid Maternity Leave
- 12 Weeks Paid Paternity Leave
- Flight Training Rewards
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
