Technical Support Specialist 2

Job description

The Opportunity SKYTRAC is seeking an experienced Technical Support Specialist 2 to join our team! The TSS 2 is the escalation point between Tier 1 support and our senior technical team, resolving complex, system-level issues across SKYTRAC's flight-following platforms, data and API feeds, satellite and cellular connectivity, and connected airborne and ground hardware. The role drives faults to permanent resolution, supports customer onboarding, activations, and training, and strengthens the team's technical knowledge and documentation. This position is based on-site in our Kelowna, BC office, with participation in a rotational support model. As a Technical Support Specialist 2, responsibilities include: Resolve complex escalations from Tier 1 across SKYTRAC’s flight-following platforms (TrooTrax, SkyWeb, WebSentinel, and Sky Connect), data services, and connectivity, escalating to the senior technical team as needed Troubleshoot data and API feeds end to end: ingestion, position and telemetry reporting, integrations with third-party flight-following applications, and customer API consumers, isolating where a feed breaks or degrades Analyze IP network traffic and telemetry to isolate performance, routing, or data-integrity issues across LEO, satellite, and cellular paths Diagnose issues that span software and hardware, interpreting platform behaviour, logs, and configuration, and, where relevant, aviation wiring diagrams, system schematics, and installation documentation Use AI-assisted tools, including SKYTRAC’s internal support assistant, to speed troubleshooting, log and data analysis, and documentation, validating output before acting on it Act as a technical liaison with engineering, software, and hardware teams to resolve persistent or systemic defects Support firmware, platform, and configuration validation and system integration testing for field-deployed systems Participate in AOG response as part of a rotational 24/7 support model Author and maintain internal and customer-facing documentation, including root-cause reports and resolution procedures Support customer onboarding, activations, and training on SKYTRAC platforms and tools Raise return material authorisations (RMAs) directly, capturing fault detail and initiating the repair or exchange, so a customer’s request is actioned without waiting on another team Mentor Tier 1 and contribute to onboarding guides, fault isolation manuals, and troubleshooting SOPs What You Bring Candidate Must Have’s This is a specialised, engineering-grade technical support role. It requires the ability to reason about how avionics, radio-frequency, networking, and data systems work at an engineering level; general desktop, Windows administration, or help-desk experience on its own is not sufficient. We welcome strong troubleshooters who are technically gifted in at least one of two areas, data and API feeds or avionics and radio equipment, with the aptitude and appetite to build the other. A degree or diploma in avionics or electrical engineering, computer science, or computer or network engineering, or a valid AME-E, M1, or M2 licence, or equivalent deep hands-on engineering experience Minimum three years in an engineering-support, avionics, network or systems engineering, or comparable complex technical support role Protocol-level IP networking ability: analyze TCP and UDP flows, capture and read packet traces, and reason through routing, NAT and firewall behaviour, and satellite and cellular transmission paths Strong troubleshooting in at least one of: data services and APIs (REST, JSON or XML feeds, webhooks, integrations, and data-integrity analysis); or avionics, radio, and SATCOM systems; with demonstrated aptitude to learn the other Proficiency with Linux-based systems and engineering diagnostic tooling such as tcpdump, Wireshark, and log analyzers Skill in leveraging AI-assisted tools (AI support assistants and AI-based log and data analysis) to work faster and more effectively, with sound judgement about when to trust their output and when to verify it Ability to read and interpret technical documentation, logs, API specifications, and, where relevant, wiring diagrams and system schematics Excellent customer communication and technical writing skills Ability to work evenings and weekends as part of a rotating 24/7 support schedule Valid passport and driver’s license This will make you stand out Aviation-maintenance background (highly preferred): an AME-E, M1, or M2 licence, or hands-on avionics field experience Working knowledge of ARINC 429/717, CAN, serial data formats, or RF troubleshooting techniques Experience with flight-following or fleet-tracking platforms and their APIs and data feeds Hands-on experience with SATCOM (LEO or GEO) data communication systems Networking certifications such as CCNA or CompTIA Network+ Familiarity with Jira, HubSpot, or other case and ticket management systems Experience in mission-critical operational environments (EMS, SAR, offshore, or defence aviation) Why join SKYTRAC At SKYTRAC, we are a dynamic team of passionate experts. We are driven and dedicated; we take ownership of our work, and we are committed to delivering results. We value individuals who are proactive, take initiative, and demonstrate a high level of professionalism and integrity in everything they do. We thrive in a fast-paced, ever-evolving environment, embracing challenges with agility. Our commitment to growth and development has made us the trusted subject matter experts we are today. We offer: A positive and collaborative work culture. Engaging team-building activities. Competitive compensation and comprehensive benefits package. Performance-based bonuses. Professional development opportunities. Additional days off beyond vacation entitlement. This position is for an existing vacancy within our Customer Support & Service team. The salary range for this role is $65,000 - $75,000 CAD. The range posted is a guide and may not represent the compensation offered to the successful candidate. Compensation is based on the skills, knowledge, experience, and qualifications brought to the role. Founded in 1986, SKYTRAC brings 40 years of experience and is trusted by over 800 customers as a leading provider of LEO satellite and cellular communication services for all aerospace sectors. Trusted by operators, organizations, and OEMs, SKYTRAC provides critical capabilities such as medical data transfer, video streaming, real-time HUMS, and more over Iridium Certus® and cellular networks. Today, we’re still growing, innovating, and investing in our people. Learn more about what we do