Technical Product Support Analyst

Boeing • Seattle, WA

132d • $75,650 - $126,500 • Hybrid

About The Position

Boeing Global Services, Digital Solutions & Analytics (DS&A) is seeking a level 2 or 3 Technical Product Support Analyst for 24x7x365 technical customer support. The scope of support covers Boeing's current and next generation Software as a Service (SaaS) platforms, licensed software products, Identity and Access Management services spanning large-scale hybrid cloud environments. This includes e-Commerce, traditional web application and native mobile application delivery channels. This position may be based out of our Seattle Washington or Englewood Colorado offices.

Requirements

• Experience and competency in troubleshooting, analysis and problem solving strategies to address simple to complex customer inquiries.
• Effective written and speaking skills to communicate with individuals with English as a primary language and those with English as a second language.
• Willingness to work in 24x7x365 technical customer support environment and variable shifts.

Nice To Haves

• Associate's degree or higher.
• Knowledge and/or experience with Toolbox Authoring, Toolbox Tasks or Toolbox Task adapter applications.
• IT support or equivalent background across one or more of the software systems development / sustaining disciplines.
• Project management tools and practices as well as knowledge of project and software implementation.
• Knowledge and/or experience within the aviation industry.
• Knowledge of Aviation training practices and protocols.

Responsibilities

• Provide responsive 24x7x365 world class technical customer service and support for service requests, phone calls and email inquiries.
• Utilize and maintain knowledge, troubleshooting guides and self-help resources for internal team and external customer usage.
• Contribute to continuous improvement, problem management, root cause and corrective action (RCCA) activities to improve customer satisfaction, reduce repetitive issues, and eliminate negative impacting events.
• Draft and publish global communications for hardware/software related changes, upgrades, issues, known defects and high/medium priority alerts.
• Continuous learning by staying up to date with new software/hardware products, features and Information Technology (IT) support methods.
• Be a resource and partner with cross functional and matrix organization team members in delivering superior customer service and support.

Benefits

• Competitive base pay and variable compensation opportunities.
• Health insurance.
• Flexible spending accounts.
• Health savings accounts.
• Retirement savings plans.
• Life and disability insurance programs.
• Programs that provide for both paid and unpaid time away from work.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Transportation Equipment Manufacturing
• Education Level: Associate degree