Why We Need You – The Mission

Veryon develops and continuously enhances technology that supports aircraft maintenance tracking, inventory management, diagnostics, publications, and flight operations. Our mission is to reduce operational disruption, improve efficiency, and help aviation teams keep aircraft ready for their missions.

As a Senior Aviation Customer Support Analyst, you will provide global support across Veryon product lines, with an initial focus on Tracking+. You will be a trusted first point of contact for customers, owning the triage, investigation, communication, and resolution of application questions and incidents. You will work closely with Product, Engineering, QA, and other teams to deliver timely, accurate, and sustainable solutions.

The ideal candidate brings experience in aviation or aviation software, strong SQL capability, and an investigative mindset. You enjoy solving difficult problems, following evidence, asking thoughtful questions, and translating technical findings into clear, reassuring customer communication.

What You’ll Accomplish – Key Responsibilities

· Provide responsive, professional global support for Veryon products, initially concentrating on Tracking+ and expanding across other product lines as business needs require.

· Own incoming support calls and cases from initial triage through investigation, resolution, escalation, and closure, in line with service-level commitments.

· Troubleshoot application behaviour, data issues, access and configuration problems, integrations, and reported defects using structured diagnostic methods.

· Use SQL confidently to investigate data, validate records, analyse query results, and support root-cause analysis. Follow approved access, data-handling, and change-control procedures; do not make unauthorised production changes.

· Reproduce customer-reported issues, collect relevant logs and evidence, document findings, and provide clear technical details to Engineering and Product teams.

· Communicate proactively with customers about progress, impact, next steps, risks, and expected follow-up, setting clear expectations throughout the support lifecycle.

· Collaborate with Engineering, Product, QA, and internal stakeholders to coordinate fixes, validate solutions, identify workarounds, and reduce repeat incidents.

· Create and maintain accurate case notes, troubleshooting guides, knowledge-base articles, and process documentation to improve team consistency and customer self-sufficiency.

· Identify recurring issues, trends, and opportunities for prevention, automation, and service improvement; contribute practical recommendations that improve resolution time and product stability.

· Manage competing priorities calmly and methodically, particularly during critical incidents, customer-impacting events, and periods of high case volume.

· Support knowledge sharing and coach newer team members as experience grows, helping strengthen technical capability and consistent support practices.