AIS Tech Support Agent

Your future position

• Provide timely and professional technical support to customers mainly via email, but phone, and chat channels could be an option too.
• Collaborate internally to escalate and resolve complex issues.
• Proactive reach out to contributors, based on observed issues that owners might not be aware of with an aim to optimise performance and minimise risk of outages.
• Overall AIS Network Health monitoring utilising observability tools and set alerting mechanisms.
• Maintain and update station owner records and is in a position to ensure related data integrity.
• Utilise exposure to the community to provide suggestions and ideas for improvement to the team.
• Handle logistics and issues of operational nature.
• Moderate discussions and user-generated content (including rating photos) to maintain a respectful and safe community environment
• Address and resolve conflicts or issues within the community

Experience & Background

• 2+ years of experience in a technical support role, preferably within a SaaS or software environment.
• Excellent written and spoken English, with the ability to explain technical information clearly and concisely to both technical and non-technical audiences.
• Experience or exposure to AIS, radio systems or related technologies.
• Familiarity with Linux and Windows operating systems.
• Hands-on experience troubleshooting technical issues and a structured approach to problem solving.
• Good understanding of networking fundamentals, including TCP/IP, firewalls and connectivity.

Desirable:

• Basic knowledge of photography

• Experience with Intercom and Salesforce

Behavioural Competencies:

• You take ownership of problems and follow them through to resolution.
• You combine technical problem-solving with empathy and a genuine desire to help people.
• You communicate clearly and professionally, particularly when explaining technical issues.
• You are proactive and comfortable identifying problems rather than simply waiting for someone to report them.
• You enjoy learning new technologies and are comfortable investigating issues you haven't encountered before.
• You build positive relationships with customers, station owners and community members, including in challenging situations.