Technical Support Specialist 2

The Opportunity

SKYTRAC is seeking an experienced Technical Support Specialist 2 to join our team! The TSS 2 is the escalation point between Tier 1 support and our senior technical team resolving complex system-level issues across SKYTRACs flight-following platforms data and API feeds satellite and cellular connectivity and connected airborne and ground hardware. The role drives faults to permanent resolution supports customer onboarding activations and training and strengthens the teams technical knowledge and documentation.

This position is based on-site in our Kelowna BC office with participation in a rotational support model.

As a Technical Support Specialist 2 responsibilities include:

• Resolve complex escalations from Tier 1 across SKYTRACs flight-following platforms (TrooTrax SkyWeb WebSentinel and Sky Connect) data services and connectivity escalating to the senior technical team as needed
• Troubleshoot data and API feeds end to end: ingestion position and telemetry reporting integrations with third-party flight-following applications and customer API consumers isolating where a feed breaks or degrades
• Analyze IP network traffic and telemetry to isolate performance routing or data-integrity issues across LEO satellite and cellular paths
• Diagnose issues that span software and hardware interpreting platform behaviour logs and configuration and where relevant aviation wiring diagrams system schematics and installation documentation
• Use AI-assisted tools including SKYTRACs internal support assistant to speed troubleshooting log and data analysis and documentation validating output before acting on it
• Act as a technical liaison with engineering software and hardware teams to resolve persistent or systemic defects
• Support firmware platform and configuration validation and system integration testing for field-deployed systems
• Participate in AOG response as part of a rotational 24/7 support model
• Author and maintain internal and customer-facing documentation including root-cause reports and resolution procedures
• Support customer onboarding activations and training on SKYTRAC platforms and tools
• Raise return material authorisations (RMAs) directly capturing fault detail and initiating the repair or exchange so a customers request is actioned without waiting on another team
• Mentor Tier 1 and contribute to onboarding guides fault isolation manuals and troubleshooting SOPs
  
  

What You Bring

Candidate Must Haves

• This is a specialised engineering-grade technical support role. It requires the ability to reason about how avionics radio-frequency networking and data systems work at an engineering level; general desktop Windows administration or help-desk experience on its own is not sufficient. We welcome strong troubleshooters who are technically gifted in at least one of two areas data and API feeds or avionics and radio equipment with the aptitude and appetite to build the other.
• A degree or diploma in avionics or electrical engineering computer science or computer or network engineering or a valid AME-E M1 or M2 licence or equivalent deep hands-on engineering experience
• Minimum three years in an engineering-support avionics network or systems engineering or comparable complex technical support role
• Protocol-level IP networking ability: analyze TCP and UDP flows capture and read packet traces and reason through routing NAT and firewall behaviour and satellite and cellular transmission paths
• Strong troubleshooting in at least one of: data services and APIs (REST JSON or XML feeds webhooks integrations and data-integrity analysis); or avionics radio and SATCOM systems; with demonstrated aptitude to learn the other
• Proficiency with Linux-based systems and engineering diagnostic tooling such as tcpdump Wireshark and log analyzers
• Skill in leveraging AI-assisted tools (AI support assistants and AI-based log and data analysis) to work faster and more effectively with sound judgement about when to trust their output and when to verify it
• Ability to read and interpret technical documentation logs API specifications and where relevant wiring diagrams and system schematics
• Excellent customer communication and technical writing skills
• Ability to work evenings and weekends as part of a rotating 24/7 support schedule
• Valid passport and drivers license

This will make you stand out

• Aviation-maintenance background (highly preferred): an AME-E M1 or M2 licence or hands-on avionics field experience
• Working knowledge of ARINC 429/717 CAN serial data formats or RF troubleshooting techniques
• Experience with flight-following or fleet-tracking platforms and their APIs and data feeds
• Hands-on experience with SATCOM (LEO or GEO) data communication systems
• Networking certifications such as CCNA or CompTIA Network
• Familiarity with Jira HubSpot or other case and ticket management systems
• Experience in mission-critical operational environments (EMS SAR offshore or defence aviation)

Why join SKYTRAC

At SKYTRAC we are a dynamic team of passionate experts. We are driven and dedicated; we take ownership of our work and we are committed to delivering results. We value individuals who are proactive take initiative and demonstrate a high level of professionalism and integrity in everything they do. We thrive in a fast-paced ever-evolving environment embracing challenges with agility. Our commitment to growth and development has made us the trusted subject matter experts we are today.

We offer:

• A positive and collaborative work culture.
• Engaging team-building activities.
• Competitive compensation and comprehensive benefits package.
• Performance-based bonuses.
• Professional development opportunities.
• Additional days off beyond vacation entitlement.

This position is for an existing vacancy within our Customer Support & Service team.

The salary range for this role is $65000 - $75000 CAD. The range posted is a guide and may not represent the compensation offered to the successful candidate. Compensation is based on the skills knowledge experience and qualifications brought to the role.