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Role overview

This position is part of a technical support function focused on helping customers and partners with questions, troubleshooting, and escalations. The role involves working across satellite, ground-based, and telephony networks while keeping the customer experience at the center of every interaction.

The selected professional will provide prompt and polished support for hardware, software, and network-related problems, and will act as a technical resource for OEMs and customers.

Key responsibilities

Deliver technical support both remotely and on-site to OEMs and customers for avionics system setup and issue resolution.
Guide users on the company’s products and services, including flight deck and cabin communications systems such as VHF datalink, ATG, Inmarsat, Iridium, and ViaSat voice, data, and internet services.
Support training efforts for OEMs and customers, including the use of satellite connectivity networks, related hardware, and service compatibility.
Work with satellite network operators to log and resolve customer issues, detect recurring patterns, and keep an eye on network performance.
Contribute to product development and testing by carrying out quality assurance activities, including software regression testing, analysis, and defect isolation with product and engineering teams.
Take part in planning and design discussions with product managers and developers.
Assemble and validate hardware configurations using the company’s test lab.

Qualifications and experience

A bachelor’s degree in a STEM discipline or equivalent practical experience is required.
1 to 2 years of experience in customer support or technical support, or relevant aircraft maintenance experience.
Availability for shift-based work, including Saturdays and/or Sundays.
Willingness to work some off-hours and weekend hours.

Required skills

Hands-on experience with IP-based routers and switches, such as Cisco equipment.
Working knowledge of satellite and air-to-ground networks, including Iridium, Inmarsat, and ATG systems.
Business aviation experience, including aircraft OEM airframes and communications equipment such as SATCOM, VHF, and datalink systems.
Strong customer service, organization, time management, and multitasking abilities.
Excellent interpersonal skills with the ability to troubleshoot and resolve conflicts effectively.
Sound decision-making and problem-solving skills, especially when working under pressure or time limits.

Preferred background

Experience in an international workplace with awareness of regional cultural expectations.
Comfort using office software, Microsoft Office, and CRM tools, plus the ability to learn other support applications quickly.
Strong verbal and written communication skills for clear interaction with internal and external stakeholders.
Ability to handle sensitive information confidentially.
Multilingual ability is preferred; English is mandatory.
Self-driven, independent, and effective in both solo and team-based work.

Compensation and benefits

Base pay is determined by experience and responsibilities. The role includes a target annual short-term incentive bonus plan at 5% of annualized base pay. Participation in an incentive stock program is available.

The employer offers competitive benefits designed to support employee needs.

Equal opportunity

The company follows an equal opportunity hiring policy and considers qualified applicants without regard to race, color, religion, age, sex, national origin, marital status, medical condition, or disability.

Job details

Work type: Full-time

Location: Dubai, United Arab Emirates

Function: Information Technology

Industry: Telecommunications

Technical Support Specialist - UAE