Product Specialist / L2 Tech support

Flightscape, powered by CAE, is seeking an experienced and motivated Technical Application Support Specialist to join our Customer Success team in Bangalore. In this critical role, you will support Flight Plan Manager, a market‑leading flight operations product used by airlines and operators worldwide. You will thrive in a customer‑focused, fast‑paced environment where your technical expertise, troubleshooting skills, and clear communication directly impact service quality and customer satisfaction. Description Provide second-level technical support for the Flight Plan Manager application, including monitoring, operations, maintenance, and deployments. Diagnose and resolve complex customer-reported issues by analyzing logs, tracing application processes, and performing data investigations. Maintain proactive and consistent communication with customers, particularly during high-severity incidents. Collaborate with engineering, product, and sales teams to deliver effective technical solutions. Support application configuration and implementation of technical solutions for existing customers. Document issues, resolutions, and technical procedures to improve internal knowledge and operational efficiency. Identify issues that require escalation and involve management when necessary. Contribute to team through coaching, mentorship, and knowledge sharing. Work onsite in rotational shifts, including late and weekend shifts. Minimum Qualifications Minimum of 2 years of experience in technical support, application engineering, DevOps, or a related field. Hands-on experience with high-availability application environments on Windows and/or Linux platforms. Experience with Microsoft SQL Server, including SQL querying and basic data analysis. Experience using troubleshooting and tracing tools (e.g., SQL Profiler, ProcMon, or similar). Familiarity with monitoring tools (e.g., Zabbix or equivalent solutions). Experience with file-based integrations (e.g., FTP) and messaging systems (e.g., MQ). Strong written and verbal communication skills in English. Ability to manage priorities and work effectively under pressure. Ability to work in rotational shifts, including evenings and weekends. Completed higher technical education (e.g., degree or diploma in a relevant field). Preferred Qualifications Knowledge of ITIL processes (e.g., Change Management). Experience in the aviation or airline industry. Experience working in customer-facing technical support environments. Demonstrated ability to mentor or support team members. Benefits Work in an international environment with teams and customers across multiple regions. Opportunity to build expertise in airline operations and flight-planning systems. Career growth opportunities within a global organization. Collaborative team environment focused on knowledge sharing and teamwork. #LI-SA2 About CAE At CAE, our mission is clear: to help make the world a safer place. For nearly 80 years, we’ve driven innovation in simulation, training, and mission readiness to support critical operations worldwide. By leveraging advanced technologies, we empower our customers to operate smarter, faster, and more sustainably. Join a purpose-driven organization where bold ideas are encouraged, collaboration drives progress, and your growth fuels our shared success. Position Type Regular Equal Opportunity & Accommodations CAE is committed to providing equal opportunities to all applicants, regardless of race, nationality, color, religion, sex, gender identity or expression, sexual orientation, disability, neurodiversity, veteran status, age, or other characteristics protected by law. We encourage applicants who may not meet every qualification to apply. Reasonable accommodations are available—contact your recruiter or email if needed. Data Privacy Privacy Statement | CAE As part of our process, we may use AI‑supported tools to help review applications, with human decision‑making at every step. CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.