Support Engineer

Myairops; Farnborough; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading SaaS provider for aviation in Farnborough is seeking a Support Engineer for a fixed-term contract. This role involves managing support requests, providing technical assistance to customers, and executing SQL reports. The ideal candidate will have strong troubleshooting skills and the ability to communicate effectively with both technical and non-technical users. A hybrid work model is offered, with benefits including a pension scheme and life assurance.

Benefits

Group Pension Scheme – up to 5% contributions matched

Life Assurance

Income Protection

Travel Insurance

Discounts at popular retailers

Qualifications

• Experience managing and resolving support requests for external B2B customers.
• Excellent written and oral communication skills.
• Ability to interpret complex information for different audiences.

Responsibilities

• Handle customer faults and requests through various support channels.
• Provide technical support to end users and manage issue escalations.
• Create and execute reports using SQL to analyse technical issues.

Skills

Technical troubleshooting

SQL scripting

Effective communication

Time management

Proactive issue management

Tools

IT Service Management tools (e.g., ZenDesk, ServiceNow)

Job description

Job Overview

We have an immediate need for a Support Engineer to join our team! This role has two focus areas: supporting our suite of in‑house software and producing reports using SQL. This is a fixed‑term contract, expected to be approximately 12 months.

You will be joining our small but highly effective Support Team, providing support to customers who use our software to solve diverse challenges across business aviation.

About Us

myairops is a leader of SaaS products to the aviation industry, with customers across the globe. We’re enjoying rapid expansion and are looking for talented, friendly and highly collaborative people to join our team.

Role Overview

The Support Engineer is part of the Support Team within our Customer Success Department. The role centres around logging and categorising incidents and requests, progressing them to completion, and working with colleagues across the business. Technical capabilities include writing reports, SQL scripting, and understanding cloud SaaS support.

Primary Responsibilities

• Hand customer faults and requests through to completion via portal, telephone, email and remote support, including logging and categorising incidents and requests in the myairops ITSM tool.
• Provide technical support to end users, manage escalation of issues and consult with the software engineering team for resolution.
• Build and create reports in SSRS, and execute SQL scripts to analyse data in the context of technical issues.
• Create documentation, processes and record knowledge to prevent recurrence and improve customer experience.
• Collaborate with the wider team on continuous improvement activities regarding reporting and data, and record application defects with the engineering team.

Working Hours

As part of delivering support to our customers, you will join the on‑call rota for out‑of‑hours assistance on critical issues. This typically involves one week out of four once you have acquired the required experience and knowledge.

Skills, Qualifications and Experience Required

• Essential: Experience managing and resolving support requests for external B2B customers.
• Proficient in technical troubleshooting and problem solving.
• Basic level knowledge of SQL.
• Excellent written and oral communication skills (across both technical and non‑technical scenarios).
• Ability to interpret complex information and adjust explanations appropriately for the audience.
• Effective communication across organisational and technical stakeholders.
• Ability to manage multiple tasks, utilising effective time‑management and prioritising skills.
• Proactive management and anticipation of potential issues and risks.
• Demonstrate ability to ask the right questions to understand and manage challenges, whilst also learning.

Advantageous

• Experience managing and resolving application support requests for external B2B customers.
• Ability to plan, design, manage and execute reports using appropriate tools and techniques.
• Intermediate level knowledge of SQL.
• Demonstrable experience using an IT Service Management tool for managing incidents and requests (e.g., ZenDesk, ServiceNow or FreshDesk).

Location

The role offers a choice between hybrid or 100% office‑based working from our Farnborough location.

Benefits

• Group Pension Scheme – up to 5% contributions matched
• Life Assurance
• Income Protection
• Travel Insurance
• Discounts at popular retailers

Due to the volume of applications received, only candidates selected for interview will be contacted. If you do not hear from us within 20 working days, your application has been unsuccessful on this occasion.