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Product Specialist / L2 Tech support

External
CAE logoCae · Bangalore, India
Full-timeOn-siteToday
Data AnalysisLinuxSQLSQL Server
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About the role

Provide second-level technical support for the Flight Plan Manager application, including monitoring, operations, maintenance, and deployments. Diagnose and resolve complex customer-reported issues by analyzing logs, tracing application processes, and performing data investigations. Maintain proactive and consistent communication with customers, particularly during high-severity incidents. Collaborate with engineering, product, and sales teams to deliver effective technical solutions. Support application configuration and implementation of technical solutions for existing customers. Document issues, resolutions, and technical procedures to improve internal knowledge and operational efficiency. Identify issues that require escalation and involve management when necessary. Contribute to team through coaching, mentorship, and knowledge sharing. Work onsite in rotational shifts, including late and weekend shifts.

Requirements

  • Minimum of 2 years of experience in technical support, application engineering, DevOps, or a related field.
  • Hands-on experience with high-availability application environments on Windows and/or Linux platforms.
  • Experience with Microsoft SQL Server, including SQL querying and basic data analysis.
  • Experience using troubleshooting and tracing tools (e.g., SQL Profiler, ProcMon, or similar).
  • Familiarity with monitoring tools (e.g., Zabbix or equivalent solutions).
  • Experience with file-based integrations (e.g., FTP) and messaging systems (e.g., MQ).
  • Strong written and verbal communication skills in English.
  • Ability to manage priorities and work effectively under pressure.
  • Ability to work in rotational shifts, including evenings and weekends.
  • Completed higher technical education (e.g., degree or diploma in a relevant field).
  • Knowledge of ITIL processes (e.g., Change Management).
  • Experience in the aviation or airline industry.
  • Experience working in customer-facing technical support environments.
  • Demonstrated ability to mentor or support team members.

Benefits

Work in an international environment with teams and customers across multiple regions.Opportunity to build expertise in airline operations and flight-planning systems.Career growth opportunities within a global organization.Collaborative team environment focused on knowledge sharing and teamwork.#LI-SA2About CAEPosition TypeRegularEqual Opportunity & AccommodationsData PrivacyPrivacy Statement | CAEAs part of our process, we may use AI‑supported tools to help review applications, with human decision‑making at every step. CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

Additional Information

Flightscape, powered by CAE, is seeking an experienced and motivated Technical Application Support Specialist to join our Customer Success team in Bangalore. In this critical role, you will support Flight Plan Manager, a market‑leading flight operations product used by airlines and operators worldwide. You will thrive in a customer‑focused, fast‑paced environment where your technical expertise, troubleshooting skills, and clear communication directly impact service quality and customer satisfaction.

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