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.