Senior Aviation Customer Support Analyst

Description

Why We Need You – The Mission

Veryon develops and continuously enhances technology that supports aircraft maintenance tracking, inventory management, diagnostics, publications, and flight operations. Our mission is to reduce operational disruption, improve efficiency, and help aviation teams keep aircraft ready for their missions.

As a Senior Aviation Customer Support Analyst, you will provide global support across Veryon product lines, with an initial focus on Tracking+. You will be a trusted first point of contact for customers, owning the triage, investigation, communication, and resolution of application questions and incidents. You will work closely with Product, Engineering, QA, and other teams to deliver timely, accurate, and sustainable solutions.

The ideal candidate brings experience in aviation or aviation software, strong SQL capability, and an investigative mindset. You enjoy solving difficult problems, following evidence, asking thoughtful questions, and translating technical findings into clear, reassuring customer communication.

What You’ll Accomplish – Key Responsibilities

· Provide responsive, professional global support for Veryon products, initially concentrating on Tracking+ and expanding across other product lines as business needs require.

· Own incoming support calls and cases from initial triage through investigation, resolution, escalation, and closure, in line with service-level commitments.

· Troubleshoot application behaviour, data issues, access and configuration problems, integrations, and reported defects using structured diagnostic methods.

· Use SQL confidently to investigate data, validate records, analyse query results, and support root-cause analysis. Follow approved access, data-handling, and change-control procedures; do not make unauthorised production changes.

· Reproduce customer-reported issues, collect relevant logs and evidence, document findings, and provide clear technical details to Engineering and Product teams.

· Communicate proactively with customers about progress, impact, next steps, risks, and expected follow-up, setting clear expectations throughout the support lifecycle.

· Collaborate with Engineering, Product, QA, and internal stakeholders to coordinate fixes, validate solutions, identify workarounds, and reduce repeat incidents.

· Create and maintain accurate case notes, troubleshooting guides, knowledge-base articles, and process documentation to improve team consistency and customer self-sufficiency.

· Identify recurring issues, trends, and opportunities for prevention, automation, and service improvement; contribute practical recommendations that improve resolution time and product stability.

· Manage competing priorities calmly and methodically, particularly during critical incidents, customer-impacting events, and periods of high case volume.

· Support knowledge sharing and coach newer team members as experience grows, helping strengthen technical capability and consistent support practices.

Requirements

Essential Experience and Technical Skills

· Experience in aviation, aircraft maintenance, aviation operations, or aviation software support. Candidates with hands-on experience supporting aviation maintenance or operations systems are strongly preferred.

· Strong SQL knowledge and practical experience querying and analysing relational data to investigate application or data-related issues.

· A demonstrated passion for troubleshooting, with the patience and persistence to investigate complex problems, test hypotheses, identify root causes, and verify solutions.

· Experience supporting B2B customers, enterprise users, or key accounts, preferably in an international or multi-time-zone environment.

· Ability to interpret technical information, reproduce reported issues, gather useful evidence, and communicate findings clearly to both technical and non-technical audiences.

· Fluent English at C2 proficiency level, with excellent spoken and written communication skills.

· Strong organisational and time-management skills, including the ability to prioritise multiple cases and meet agreed deadlines and service levels.

· Ability to remain calm under pressure, adapt to changing priorities, and maintain a customer-first approach during critical or high-impact incidents.

· Proficiency with Microsoft Office tools, particularly Excel, Word, PowerPoint, and Teams; familiarity with Jira and Confluence or similar case-management and knowledge-sharing tools.

Preferred Attributes

· Experience with aviation maintenance tracking, technical records, inventory, publications, diagnostics, or related operational systems.

· Understanding of application support processes, incident management, escalation management, and service-level agreements.

· Familiarity with databases, application logs, APIs or integrations, and structured root-cause analysis.

· A proactive mindset: you look beyond the immediate symptom, recognise patterns, and suggest ways to prevent issues from recurring.

· A collaborative approach and willingness to share knowledge, seek input, and work constructively across teams with competing priorities.

First 30 Days – Build a Strong Foundation

· Complete onboarding and become familiar with Veryon’s culture, support processes, escalation paths, tools, and team structure.

· Review the supported applications, including Tracking+, Tracking, Publications, and Diagnostics, with attention to their purpose, key workflows, architecture, and interdependencies.

· Learn the customer environment and common aviation maintenance and operational concepts relevant to the supported products.

· Shadow experienced analysts and begin resolving straightforward incidents under guidance, following established troubleshooting and documentation standards.

· Demonstrate SQL investigation skills and learn the approved procedures for validating application and data behaviour.

· Contribute clear case notes and initial knowledge articles, and observe how complex issues are escalated to Engineering or Product.

First 90 Days – Increase Ownership and Independence

· Resolve a broader range of support cases independently, using a structured approach to diagnosis, evidence gathering, testing, and customer communication.

· Apply SQL to investigate data-related issues and validate findings accurately within approved permissions and procedures.

· Manage case priorities, customer expectations, and follow-up actions consistently against support commitments.

· Identify recurring issues and recommend improvements to troubleshooting guides, workflows, and knowledge articles.

· Build effective working relationships with Engineering, Product, QA, and customer stakeholders.

First 6 Months – Deliver Advanced Support and Continuous Improvement

· Handle complex incidents with greater independence, demonstrating sound aviation software knowledge, strong troubleshooting discipline, and clear ownership.

· Triage inbound calls and cases across global customers and Veryon product lines, ensuring accurate prioritisation and routing.

· Contribute to root-cause analysis, proactive monitoring, repeat-incident reduction, and support process or automation improvements.

· Share technical knowledge and assist with onboarding or mentoring newer team members.

· Bring evidence-based recommendations to team discussions that improve customer experience, product stability, and operational efficiency.

Personal Competencies That Matter

Customer-first ownership: Understand the customer’s operational needs, take accountability for progress, and work toward solutions that minimise disruption and build trust.

Analytical troubleshooting: Approach problems with curiosity and discipline. Use facts, SQL, logs, testing, and evidence to isolate causes rather than relying on assumptions.

Clear and proactive communication: Provide timely, transparent updates, explain technical matters in plain language, and raise ris