Technical Support Specialist

Technical Support Specialist
ForeFlight is seeking a Technical Support Specialist to join the Technical Support Team. This individual will be a vital team member, working with product managers, developers, and pilot support team members to provide accurate and friendly support to ForeFlight customers worldwide.
The ideal candidate should possess advanced troubleshooting skills, a passion for customer service, and enthusiasm for aviation and ForeFlight products. The candidate must be a detail-oriented analytical problem solver, tech-focused, have excellent communication skills, and have a strong ability and willingness to learn from others and on their own.
Role & Responsibilities:

• Analyze customer reports regarding bugs, crashes, or other unintended app or website behavior
• Investigate complex subjects
• Take ownership of support cases and manage them to resolution in a timely manner
• Work collaboratively with other Technical Support team members to resolve cases using minimal engineering resources
• Document troubleshooting steps and other technical information
• Report, document, and escalate issues to ForeFlight engineers as required.
• Independently research and understand complex topics
• Communicate complex ideas in a manner that is understandable to customers and staff.
• Write up bug or crash reports for engineering
• Learn new features related to app updates and become proficient in using those features
• Report to and work with the Technical Support Manager on various potential projects.
• Assist other teams with questions

Requirements:

• FAA pilot certificate with an Instrument rating or Dispatcher experience
• Excellent written and verbal communication skills
• Solid understanding and working knowledge of the following aviation tools or concepts
• Communicate technical issues and the impact of those issues clearly

Bonus:

• Proficiency using the ForeFlight Mobile or Dispatch applications
• General computer operating experience, including Google Suite, web-based applications, iOS applications, iOS/OSX hardware, Zendesk, and Confluence
• Understanding of regulations as they relate to private and commercial flight operations

Why You Should Join:
At 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 ForeFlighters and their loved ones with a world-class benefits experience, focused on supporting their physical, financial, and emotional wellbeing. Our benefits package includes, but is 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
• 10 Weeks Paid Maternity Leave
• 4 Weeks Paid Paternity Leave
• Flight Training Rewards
• Tuition Stipend

About ForeFlight, LLC:
ForeFlight produces the best-selling iPad and iPhone app for pilots flying personal and business aircraft, corporate flight departments, and aircraft operators. Customers include individual pilots worldwide, Fortune 500 corporate flight departments, state and federal agencies, leading operators, the military, and leading aircraft OEMs. We have been in the App Store since its grand opening in July, 2008 and are consistently ranked in the top 50 grossing iPad apps in the App Store.
We are known for our exceptional software user interface design and responsive, customer support. ForeFlight Mobile, our flagship application, was named Aviation Consumer's 2011 App of the Year and received Flying Magazine's Editors' Choice Award for 2011, 2012, and 2013.