Technical Support Specialist

Customer Experience
Full Time

Technical Support Specialist


Position Type:                       Full Time

Department:                          Customer Experience

Location:                                Waterloo Office


Job Summary:

NAVBLUE, an Airbus Company, is currently seeking a Technical Support Specialist to join our growing team. The Technical Support Specialist provides responsive 2nd Tier Technical Support to customers in solving product functionality problems in a 24 x 7 environment.  Editing or making changes to existing documentation is also expected. The purpose of the position is to monitor and respond to all Freshdesk tickets pertaining to Technical Support issues, and to monitor all customer servers for errors, warnings and outages.



  • Respond to customer telephone and ticket queries; guide customer through necessary steps to resolution of issues
  • Investigate and resolve hardware and software incidents; determine likely cause, recommend corrective action, and if appropriate, implement corrective action, and recommend amendments to existing procedural and diagnostic documentation
  • Basic maintenance of VPN tunnels
  • Resolve, forward, or escalate customer issues as required
  • Review urgent incidents with Tier 3 staff to ensure appropriate steps are taken to resolve the situation in a timely manner
  • Keep customers informed of problem resolutions
  • Failover customer production systems to DR sites to maintain a high availability uptime (with assistance)
  • Interface with Software Development and Quality Assurance teams on reliability and maintenance matters
  • Monitor systems and resolve issues pro-actively
  • Provide PC and network support and administration to internal user base when required
  • Install approved upgrades on customer and production environments with supervision
  • Support IT and Technical Deployment teams as required
  • Ensure all SLA requirements are met
  • Provide an accurate and thorough transfer of any current problems to the next shift
  • Other Technical Support related tasks as assigned


Required Skills/Experience:

  • Experience in a customer/user support team is beneficial
  • Must be able to work rotating 12-hour shifts (weekends included)
  • Service oriented and solution driven with strong problem investigation skills
  • Working experience in a team support environment
  • Strong customer focus
  • Basic knowledge of customer experience tools
  • Ability to work independently
  • Fluent in spoken and written English
  • Proficiency with operation and support of MS Windows OS (server and desktop)
  • Basic working knowledge of Linux OS (RHEL)
  • Working knowledge of web-based solutions
  • Experience with TCP/IP, addressing, and routing as well as communication protocols
  • Experience with shell scripting, databases (MariaDB, MySQL), remote desktop solutions, printer configurations, and network equipment (routers, switches, firewalls) is a definite asset



  • Successful completion of a post-secondary degree or diploma in computer science or technology (or equivalent)
  • None required; CompTIA or Cisco/networking certifications are beneficial



Located in the heart of University of Waterloo’s David Johnston Research + Technology Park, NAVBLUE is close to shops, restaurants, gyms, daycare, and many other amenities, and only 10 minutes away from Hwy 85. The modern design of our suite on the second floor of the Accelerator Centre draws its inspiration from airport terminals, and features bright, open work stations, rather than boxed-in cubicles. As part of our family, you will enjoy:

  • Free parking
  • Strong work-life balance
  • Casual dress code (shorts and jeans welcome!)
  • Competitive flexible group benefits plan
  • RRSP matching program
  • Referral program
  • Rewards and Recognition program
  • Training and Development Support
  • Monthly Lunch and Learns
  • Fitness & Wellness reimbursement
  • Weekly healthy snacks and holiday lunches
  • An active social committee
  • Lunch hour sporting activities (hockey, soccer, volleyball etc.) with a shower on site
  • And much more!

Not to mention, the aviation industry’s ongoing digital transformation means we must continually innovate and rise to the many challenges faced by our geographically diverse customers. We are always looking for creative ways to improve our processes and technologies to be a leader in the highly competitive aviation market.


How to Apply:

Candidates who are interested in joining the NAVBLUE team are invited to submit their resume and cover letter, highlighting their work experiences and skills via email to

We thank all applicants for applying. Only selected applicants will be contacted.

NAVBLUE, an Airbus company, welcomes and encourages applications from people with disabilities. Accommodations will be available on request for candidates throughout the entire recruitment and selection process


About Us:

NAVBLUE, an Airbus Company, is a leading global provider of flight operations solutions, including aeronautical charts, navigation data solutions, flight planning, aircraft performance software (take-off/landing, weight and balance), and crew planning solutions.  These products directly support millions of flights each year and help NAVBLUE customers maximize efficiency, reduce costs, ensure compliance with complex national and international safety regulations, and effectively deliver their services.

Through digital and collaborative innovation, our passionate and customer-focused team develops solutions to enhance the safety and efficiency of air transport. Over the last few years, Airbus has been supportive of various initiatives such as Going Digital, Performance Based Navigation Services, Air Traffic Management Modernization Programs, FlySmart on iOS and other digital projects related to new aircraft technologies; the launch of NAVBLUE was therefore a natural step to further develop its Flight Operations and Air Traffic Management Portfolio.

NAVBLUE is a fully owned subsidiary of Services by Airbus, fueled by the agility of Airbus ProSky and Navtech (acquired in 2016), and the pioneering spirit of Airbus, NAVBLUE was created in July 2016 with one mission: lead aviation into the digital age.

NAVBLUE is based in Hersham (UK), Cardiff (UK), Toulouse (France), Waterloo, ON (Canada), Halifax, NS (Canada), with other offices all around the world.


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