Technical Support Engineer I

About the role

Jeppesen ForeFlight is seeking a Technical Support Engineer I to support its portfolio of aviation solutions and services, including mission-critical day-of-operations navigation software, data delivery systems, inflight mobile applications, weather solutions, and other flight-critical technologies.

Responsibilities

• Serve as a key technical support contact for Jeppesen ForeFlight customers.
• Respond to incoming technical support requests and escalations in an effective, efficient, and customer-focused manner.
• Troubleshoot software, application, and system-related issues using critical thinking and structured problem-solving.
• Perform server health checks and process or service restarts as part of proactive activities designed to support system availability and performance.
• Collaborate with advanced support teams, Engineering, and Development teams to investigate and resolve complex technical issues and software defects.
• Guide customers, dealers, and internal teams through troubleshooting steps and procedures to help ensure optimal software performance.
• Respond to technical support inquiries within established service-level agreements (SLAs).
• Document customer interactions, technical issues, and resolutions within the customer relationship management (CRM) system to support accurate tracking, reporting, and escalation.
• Build and maintain internal and external knowledge base content, troubleshooting resources, support documentation, and tools.
• Identify recurring issues and opportunities to improve support processes and the overall customer experience.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree in Aviation, Computer Science, or a related field, or an equivalent combination of education and relevant work experience.
• Experience supporting computer applications or software within an operational or mission-critical environment.
• At least one year of customer service or customer support experience.
• Strong troubleshooting, critical-thinking, and problem-solving skills.
• Ability to communicate technical concepts clearly and effectively to both technical and non-technical audiences.

Preferred Qualifications

• Pilot certificate, instrument rating, or other aviation-related certification.
• Microsoft or other relevant technical certifications.
• Experience supporting or troubleshooting mobile applications.
• Experience working with aviation software, flight operations technology, or other safety- or mission-critical systems.