Implementation & Support Engineer USA

AeroCloud creates modular and scalable intelligent airport management software built on leading-edge technology. Our cloud-native platform uses predictive artificial intelligence and machine learning. Together with our common-use passenger processing and self-service solutions, we deliver an innovative answer to the complex operational challenges experienced by airports across the globe.

AeroCloud’s Intelligent Airport Management System (iAMS) and Flight Management System reduce manual inputs and centralise data, making it available to all members of airport stakeholder groups. Inspection, Lease and Asset Management systems support on-site logistical planning. In addition, Common-Use Passenger Processing and Self-Service solutions and our Mobile Bag Drop app help airports efficiently manage the ups and downs in daily passenger numbers.

Our platform is 100% cloud-native, and users can access it anywhere, anytime, and on any device. We configure all modules within the Cloud and deliver remote updates quickly and easily; users can access AeroCloud’s software via a web interface, removing the need to access a local network. Airports can depend on our cloud-hosted platform’s security, fast processing speeds and scalability.

About you

We are looking for an Implementation & Support Engineer to join our Delivery, Implementation and Support (DIS) team who will report directly to the Head of DIS - US. This role will not have any direct reports and will be based in the US as a remote worker.

Summary of Role

At AeroCloud we provide software solutions that help airports, airlines, ground handlers and other companies operating in airports to process flights and passengers.

As an implementation and support engineer your role will be involved with ensuring our software and associated equipment is deployed, commissioned and supported into airports across the US and neighbouring territories.

The role will be focused on helping our project team meet successful delivery against specification, time and budget, however you would also assist with training on site IT teams on how to troubleshoot any issues and assist resolving support issues; diagnosing and troubleshooting across hardware and SaaS products, working within a chase the sun support model.

Key Responsibilities

• Managing the successful implementation and go live support to AeroCloud and our customer’s expectations, escalating and resolving delivery issues as required in co-ordination with your project manager.

• Deliver on site product troubleshooting training to airport IT employees.
• Regular and transparent reporting on the progress of implementations and deployments to the project team.
• Providing technical support to customers in a fast-paced environment, resolving issues remotely.
• Maintaining excellent customer service and satisfaction by responding promptly to customer inquiries and concerns.
• Work with ticketing systems to document and track issues and resolutions.
• Prioritising and managing multiple support tickets at the same time.
• Ensure that logged support tickets are reviewed and escalated to provide the highest level of service.
• Follow change management processes and adhere to Service Level Agreements (SLAs).
• Assisting to update and maintain knowledge base in form of creating and updating documentation and guides.
• Assist with the deployment of software updates and patching
• Assist with the Image and configure PC’s and other hardware equipment

The duties and responsibilities of the role may vary and change depending on the AeroCloud business needs. There will also be growth opportunities for the right candidates.

Our ethos

AeroCloud recognises Diversity, Equality, and Inclusion at the heart of our business. They represent the mutual trust, respect and understanding we strive for. They are integral to our brand, reputation, success, business sustainability and employee relations impact. Our vision is to have a diverse, equal and inclusive organisational culture. We want everyone who comes into contact with us, both face to face and virtually, to feel valued and respected. We want our workplace both in the office and at home to foster belonging to all colleagues to feel seen, connected, supported and proud. We will draw on the rich diversity of our workforce and harness the diverse contributions and considerable talents of our staff to achieve our vision in line with our organisational values and DE&I principles.

AeroCloud is an equal opportunities employer so if you have any specific work or access requirements as a result of a condition or disability then AeroCloud would be committed to working with you on the best way to support this at work.

What are we looking for?

The successful candidate will have at least 2 years’ experience delivering hardware installations within airport environments as well as having experience working in a service helpdesk and be familiar with SaaS and remote hardware support.

You will be comfortable with implementing and supporting multiple products and being able to context switch. Experience with common use installations would be advantageous.

A customer first approach is a must and is equally as important as technical skills. You should have strong communication, excellent stakeholder management skills and be able to operate at the highest levels while under pressure.

A self-starter approach and having a relentless ability to investigate issues to the end will get you far in this role.

Strong working knowledge of Windows-based machines is a must. Managing domain equipment using Active Directory and looking after Windows Server components

The candidate should have experience with Networking, Installation and configuration of network switches, firewall configuration, switch configuration - VLANs, IP Routing, end user equipment diagnostics. Additionally, past knowledge of USB and Serial connected devices would be advantageous. Cloud infrastructure experience with Azure and AWS would also be advantageous.

Experience with airport/airline software that is used in airport environments is desirable.

What’s in it for you

• Competitive salary
• 20 days annual leave + statutory holidays
• Take your birthday off work on us as well
• Extensive upskilling and training
• Company funded health insurance
• Company funded dental and vision insurance
• Share Options Scheme