Senior Technical Support Engineer

Your job Assaia International AG provides AI-based software solutions for global airports and airlines. We were founded in February 2018 in Switzerland, headquartered in Zurich and New York and we have a fast-growing team located across Europe and North America. Assaia offers AI-based computer-vision solutions that monitor and analyse aircraft turnaround processes from video streams. Assaia’s solutions help airports and airlines improve on-time performance, efficiency, safety, and sustainability metrics, helping them get their passengers to their destinations on time. We work with aviation companies across the world including New York JFKIAT, Toronto Pearson, United Airlines, British Airways, London Heathrow and more. See details and demos on our website and Linkedin! We are currently looking for a dedicated and experienced Senior Technical Support Engineer to join our team, playing a vital role in providing advanced technical support and ensuring a high level of customer satisfaction. Responsibilities Technical Expertise – develop and maintain in-depth knowledge of our products and systems, becoming the go-to expert for technical inquiries. Issue Diagnosis and Resolution – utilize expertise in reading and understanding logs and even code to identify and resolve complex technical issues. Escalation and Collaboration – escalate technical issues to developers and QA teams when necessary, ensuring effective resolution and communication. Ticket Management – efficiently manage and track customer issues using our ticket tracking system, ensuring timely responses and resolutions. Client Interaction – communicate effectively with clients to understand their technical problems and provide clear, concise solutions. System Analysis – evaluate system performance, identify potential issues, and suggest improvements or optimizations. Process Improvement – contribute to the improvement of support processes and guidelines to enhance team efficiency and effectiveness. Requirements Able to communicate complex technical concepts clearly and effectively in English. Strong foundation in system administration, engineering, or a related field. Demonstrated ability to diagnose and resolve complex technical issues. Proficiency in reading and understanding system logs. Experience in reading and writing Python code is a big plus. Proven track record in a technical support role, particularly in an experienced or senior engineer capacity. Experience supporting computer vision and machine learning systems would be beneficial, but not mandatory. Familiarity with corporate networking, hardware, and data centers. Understanding information security principles and best practices. The ability to work closely with software developers, QA teams, and other technical staff. Experience with using and managing ticket tracking systems in a support environment. Basic understanding of change management, incident management and problem management processes. Why Assaia Assaia is a unique place where you can work on a technically advanced and innovative product for an exciting and important industry. You will be working in a diverse international team of smart people who can learn a lot from each other – all this without leaving your home – or sunbed, if you wish! Your input will be valuable and we actively ask everyone to share their thoughts and ideas to help steer the direction of the company’s development. Additionally, we offer: CAD 75,000 – 85,000 gross / year base compensation depending on the experience. A flat hierarchy and close to zero bureaucracy. Participation in making important decisions, your ideas will be heard and implemented. Always remote work and a flexible schedule. Agile processes. Paid vacation, paid sick leaves. Paid relevant courses/online education/English courses. Great company culture based on honesty and mutual respect. Live team events. We are a team of 80 now. We are looking forward to expanding it with you!