Product Support Specialist

About This Role

CAE is looking for a Product Support Specialist to work with our Customer Support Team in Montreal.

Summary

CAE is seeking a dedicated and knowledgeable Product Support Specialist to join our dynamic team. In this pivotal role, you will be responsible for supporting and maintaining our Pelesys Training Management product suite for our valued customers. You will collaborate closely with DevOps Support, software developers, and other key stakeholders to ensure our systems effectively meet customer needs while adhering to our Service Level Agreements (SLAs).

Key Responsibilities:

• Provide advanced-level support for SaaS applications, addressing technical issues and customer inquiries with precision and professionalism.

• Utilize your expertise in SQL, databases, ILS, Microsoft Azure, and Remote Desktop to troubleshoot and resolve complex customer concerns.

• Demonstrate proficiency in adjusting and executing scripts in SQL and other developer tools to enhance system functionality.

• Investigate and diagnose intricate technical issues, ensuring timely and effective solutions are implemented.

• Collaborate with cross-functional teams to escalate and resolve issues efficiently, fostering a culture of teamwork and support.

• Exhibit a fast-learning attitude, adapting to evolving technologies and remaining informed about industry best practices.

• Take initiative in problem-solving and contribute to the continuous improvement of support processes.

Required Knowledge and Proficiency:

• Strong proficiency in SQL (execution and writing), SQL virtual machines, and SQL servers.

• Familiarity with Internet Information Services (IIS), Python, HTML, AWS Servers, and Microsoft Azure.

• Solid understanding of database management principles.

• A minimum of a bachelor’s degree in computer science or a related field.

• At least 5 years of application support or software development experience (With a strong emphasis on support)

Essential Skills:

• Exceptional troubleshooting and investigative skills, with a keen eye for detail.

• Ability to learn quickly and adapt to new technologies in a fast-paced environment.

• Proactive approach to problem-solving, demonstrating initiative and resourcefulness.

• Strong communication skills and a collaborative mindset, with the ability to work effectively within a team.

Desirable Qualifications:

• Experience with Cosmos and other developer tools is advantageous.

• Knowledge of Power BI Analytics and Linux.

• Industry knowledge of aviation or the training business is a plus.

If you are a motivated individual with a passion for technology and customer support, we invite you to apply for the Product Support Specialist position at CAE. Join us in delivering exceptional service and innovative solutions to our customers.

Working Conditions:

We are a 24/7 operation, and this role also involves on call support for incidents and weekend/holiday support on a rotational basis.

(Hybrid Role)

CAE offers:

• An environment where your initiatives will be recognized and valued

• The opportunity to work on a variety of projects on a multidisciplinary team

• Hybrid Working Conditions (WFH and office days)

• Flexible schedules

• Attractive employee benefits

Come share your passion with us!

With over 13,000 employees in more than 40 countries, CAE is a global leader in training for the civil aviation and defense markets. To learn more: www.cae.com

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Position Type

Regular

CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

Equal Opportunity Employer 

CAE is an equal-opportunity employer committed to diversity, equity, and inclusion. As "One CAE," we take affirmative action to ensure equal opportunity for all applicants regardless of race, nationality, colour, religion, sex, gender identity and expression, sexual orientation, disability, neurodiversity, Veteran status, age, or other legally protected characteristics.

If you don't see yourself fully reflected in every job requirement listed in the job posting, we still encourage you to reach out and apply. At CAE, everyone is welcome to contribute to our success. If reasonable accommodation is needed to participate in the job application or interview process, please get in touch with us at [email protected].