Job Properties
  • Job Type
    Full-time Position
  • Category
    Software & Information Technology
  • Languages
  • Experience Required
  • Degree Required
    • Province
    • Date Posted
      September 25,2021
    • JSS
    • VISA
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    • Career Consultation
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    Production Support Analyst

    Join the Movement!

    Are you interested in the hot logistics technology sector, but are also looking for an opportunity to make a direct impact on the lives of others -in some cases, saving lives? How about playing a critical role in keeping some of the world's largest companies operating smoothly so cars continuously roll off the assembly line and airlines can keep flights on schedule?

    What You'll Do

    • You'll be the liaison between our internal customer facing teams to R&D teams.
    • You'll troubleshoot all production issues brought to our attention by both external clients and our internal employees to identify issues and ensure a smooth handoff of problems.
    • Provide responses to urgent in-real time requests.
    • You'll switch contexts frequently, and be the calm voice of truth when communicating, regardless of the severity of the issue.

    What We'll Achieve:

    • You'll collaborate with Ops, Supply, Sales, CS, Product, and Engineering teams (proactively and reactively) to investigate technical issues our users/internal teams may be experiencing.
    • You'll empower us to be decisive and quick to respond to technical issues, thanks to the actionable reports you provide to clarify the severity of technical issues.
    • You'll effectively diffuse stressful situations and know when communication/follow-ups are necessary.
    • You'll communicate bad news in an honest, yet calming way by accurately interpreting & translating the context of a situation in order to classify the urgency, then follow up with appropriate messaging for various internal teams.
    • You'll liaise between all internal teams/our customers & R&D throughout the entire bug process.
    • You'll have a thorough understanding of the technical aspects of products and how they interact together.
    • You'll be willing to go above and beyond this job description when the situation calls for it!

    Who You Are:

    • You have 2+ years of customer service experience at a software company.
    • You have at least an intermediate working knowledge of SQL.
    • You communicate directly and take feedback well.
    • You think like an owner - for every problem, you offer a solution!
    • You're known for asking the right questions to better understand the full situation, context, and root cause of an issue.
    • You understand how to reproduce bugs and when it's time to stop the investigation.
    • You can determine when a short-term vs. long-term fix is adequate and which stakeholders need to be part of that decision.
    • You know there's many paths to a solution, so you'll creatively explore all investigation options!
    • You have exceptional writing skills and take detailed notes.
    • You're flexible with time and are willing to put in extra hours if the situation calls for it.
    • You're a team player and jump in to help before you're asked!
    • You truly care about your clients and don't view it as "us vs. them!"

    Core Values:

    • We are One Team. We believe we all accomplish more when we are working together.
    • We make an Impact. We are determined to have a positive influence on our environment, our customers, our industry, and our world.
    • We are Passionate. We care deeply about our mission and are not afraid to raise the bar.
    • We are Transparent. We pride ourselves on having open, honest, and sincere communication with our team and customers.
    • We are Innovative. We never settle and are always striving to improve our product, service, and ourselves.

    About Airspace:

    From life-saving organs to essential machinery components, Airspace is trusted by the world's largest companies and most critical healthcare organizations to move their most time-sensitive shipments on time, every time. Our proprietary AI-powered platform is the most advanced of its kind- awarded and protected by multiple patents, it provides speed, reliability, and transparency unrivaled in time-critical logistics. We are thinkers, builders, and doers; from building and deploying AI in the world to assembling a world-class operations team, Airspace is on a hypergrowth trajectory while remaining hyper-focused on the needs of our customers and team members.

    With offices in the United States in Southern California, Dallas, and in Europe in Amsterdam and new offices launching in Frankfurt, Stockholm, and Paris, we are rapidly scaling into new markets and industries while continuing to innovate and maximize value for our customers. Backed by leading investors including Telstra, HarbourVest, Prologis, Qualcomm, Defy, and others, Airspace has raised $70M to date.

    Join our team of 300+ technologists, futurists, and industry veterans as we work as One Team to revolutionize time-critical logistics.

    Airspace is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Additionally, Airspace participates in the E-Verify program for all locations.

    For this role the acquisition of recruitment agencies is not appreciated, thank you for your understanding.
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