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Senior Product Specialist - L2 Tech support

External
CAE logoCae · Bangalore, India
Full-timeOn-siteToday
Data AnalysisLinuxMentoringSQLSQL 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 through log analysis, application tracing, and data investigation. Maintain clear, proactive 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 enhance internal knowledge and operational efficiency. Identify and escalate issues when necessary, engaging management as appropriate. Contribute to the team development through coaching, mentorship, and knowledge sharing. Work onsite in rotational shifts, including late and weekend shifts, as required.

Requirements

  • Bachelor's degree or higher in a technical field (or equivalent practical experience).
  • Minimum of 5 years of experience in technical support, application engineering, DevOps, or related roles.
  • Hands-on experience with high-availability application environments across Windows and Linux platforms.
  • Experience with MS SQL Server and database including SQL querying and data analysis.
  • Experience using tracing and diagnostic tools (e.g., SQL Profiler, ProcMon).
  • Experience with monitoring tools (e.g., Zabbix or similar 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 multiple priorities and perform effectively in high-pressure environments.
  • Willingness and ability to work rotational shifts, including weekends.
  • Good understanding of ITIL processes (e.g., Change Management).
  • Experience in the aviation or airline industry.
  • Prior experience supporting flight operations or flight-planning systems.
  • Demonstrated experience mentoring or coaching team members.
  • Experience working in global or cross-regional teams.

Benefits

Opportunity to work in an international environment with global teams and customers.Exposure to airline operations and flight-planning systems.Career growth opportunities within a global organization.Collaborative team culture 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 Senior 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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