Technical Product Support Analyst

Technical Product Support Analyst

Company:

The Boeing Company

Boeing Global Services, Digital Solutions & Analytics (DS&A) is seeking a level 2 or 3 Technical Product Support Analyst for 24x7x365 technical customer support.  The scope of support covers Boeing’s current and next generation Software as a Service (SaaS) platforms, licensed software products, Identity and Access Management services spanning large-scale hybrid cloud environments.  This includes e-Commerce, traditional web application and native mobile application delivery channels.

This position may be based out of our Seattle Washington or Englewood Colorado offices. 

Your primary job responsibilities include technical product support investigating, analyzing, troubleshooting, and resolving high/medium/low priority service requests from our internal (Boeing) and external Customers (Aircraft Owner, Operator, MRO, Partners and Suppliers) as defined in our Licensed Software Support Policy.

This is a variable shift position and shift slotting will be determined by business and customer needs.

Position Responsibilities:

• Provide responsive 24x7x365 world class technical customer service and support for service requests, phone calls and email inquiries.

• Utilize and maintain knowledge, troubleshooting guides and self-help resources for internal team and external customer usage.

• Contribute to continuous improvement, problem management, root cause and corrective action (RCCA) activities to improve customer satisfaction, reduce repetitive issues, and eliminate negative impacting events.

• Draft and publish global communications for hardware/software related changes, upgrades, issues, known defects and high/medium priority alerts.

• Continuous learning by staying up to date with new software/hardware products, features and Information Technology (IT) support methods.

• Be a resource and partner with cross functional and matrix organization team members in delivering superior customer service and support.

Basic Qualifications (Required Skills/Experience):          

• Experience and competency in troubleshooting, analysis and problem solving strategies to address simple to complex customer inquiries.

• Effective written and speaking skills to communicate with individuals with English as a primary language and those with English as a second language.

• Willingness to work in 24x7x365 technical customer support environment and variable shifts.

Preferred Qualifications (Desired Skills/Experience):

• Associate’s degree or higher.

• Knowledge and/ or experience with Toolbox Authoring, Toolbox Tasks or Toolbox Task adapter applications is requested.

• IT support or equivalent background across one or more of the software systems development / sustaining disciplines a plus.

• Project management tools and practices as well as knowledge of project and software implementation a plus.

• Knowledge and/or experience within the aviation industry

• Knowledge of Aviation training practices and protocols.

Drug Free Workplace:

Boeing is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies.

Pay & Benefits:

At Boeing, we strive to deliver a Total Rewards package that will attract, engage and retain the top talent.  Elements of the Total Rewards package include competitive base pay and variable compensation opportunities. 

The Boeing Company also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work. 

The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.

Pay is based upon candidate experience and qualifications, as well as market and business considerations. 

Summary Pay Range:

Level 2 $75,65000-$102,350.00

Level 3 $93,500.00-$126,500.00

Language Requirements:

Not Applicable

Education:

Not Applicable

Relocation:

Relocation assistance is not a negotiable benefit for this position.

Export Control Requirement:

This position must meet export control compliance requirements. To meet export control compliance requirements, a “U.S. Person” as defined by 22 C.F.R. §120.15 is required. “U.S. Person” includes U.S. Citizen, lawful permanent resident, refugee, or asylee.

Safety Sensitive:

This is not a Safety Sensitive Position.

Security Clearance:

This position does not require a Security Clearance.

Visa Sponsorship:

Employer will not sponsor applicants for employment visa status.

Contingent Upon Award Program

This position is not contingent upon program award

Shift:

Shift 1 (United States of America)

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