Product Support Engineer

Jeppesen ForeFlight are seeking a dedicated Product Support Engineer to join our dynamic Pilot Support team. This role is pivotal in delivering exceptional support services to our global customer base. As a Product Support Engineer, you will collaborate closely with fellow support team members to deliver timely and accurate assistance to our customers. The ideal candidate will possess a genuine passion for aviation, outstanding technical skills, and a strong commitment to delivering unparalleled customer service.

Key Responsibilities:

• Serve as the primary point of contact for customer inquiries and technical support related to our portfolio of Jeppesen ForeFlight applications & services
• Provide prompt and friendly assistance to customers via email, support portal, and occasional phone calls, ensuring each interaction exceeds expectations
• Collaborate with cross-functional teams to relay customer feedback, contribute to product enhancements, and address any technical issues
• Conduct thorough research to resolve customer queries effectively, demonstrating empathy and understanding throughout the support process
• Uphold our commitment to excellence by delivering clear, concise, and articulate responses to customer inquiries within established timeframes
• Demonstrate proficiency in utilizing iPad, iPhone, and various ADS-B and GPS accessories to effectively troubleshoot technical issues

Required Qualifications:

• Strong technical aptitude with proficiency in utilizing iPad, iPhone, and related accessories
• Excellent written and verbal communication skills, with a keen eye for detail
• Proven ability to thrive in a fast-paced, high-volume support environment
• Empathetic and patient demeanor when addressing customer concerns
• Ability to work flexible hours, including weekends, holidays, and on-call support as needed
• Demonstrated proficiency with Salesforce and/or Zendesk, Google Workspace and/or Office365, Atlassian products (Confluence and JIRA), and Slack
• Comfortable working on a remote team, primarily interacting with colleagues via Slack & video conferencing

Preferred Qualifications: 

• FAA Pilot certification (preferably with an instrument rating)
• Passion for aviation and a genuine desire to help others
• Experience with multiple Jeppesen ForeFlight products and services, such as ForeFlight Mobile, ForeFlight Dispatch, Jeppesen charts, JDM, etc

About Jeppesen ForeFlight:

Jeppesen ForeFlight is a leading provider of innovative aviation software solutions, serving the Commercial, Business, Military, and General Aviation sectors globally. Combining Jeppesen’s 90-year legacy of accurate aeronautical data with ForeFlight’s expertise in cutting-edge aviation technology, the company delivers an integrated suite of tools designed to enhance safety, improve operational efficiency, and sharpen decision-making.

Why You Should Join:

At Jeppesen ForeFlight, we know you want a rewarding career. To do that, you need challenging projects, a good work environment, and awesome coworkers. We believe in our employees, and we empower them to make a direct impact on our products and services messaging. We strive to provide our team and their loved ones with a world-class benefits experience, focused on supporting their physical, financial, and emotional wellbeing. Our benefits package includes but not limited to the following:

• Medical, dental, vision insurance with Employer paid health premiums
• Open PTO Policy
• 401(k) with up to 10% company matching and immediate vesting
• 12 Weeks Paid Maternity Leave
• 12 Weeks Paid Paternity Leave
• Flight Training Rewards