Production Support Analyst

Company Introduction:

Airspace is a tech-enabled freight forwarder that’s redefining how the world’s most critical packages are delivered. Headquartered in Carlsbad, California, Airspace has employees who are based around the world. Our European headquarters is in Amsterdam, The Netherlands.

As a recognized leader in AI and machine learning, our team leverages data and patented technology to coordinate logistics across a global network of drivers and airlines. Our goal is to deliver those packages that are truly mission-critical in a way that is faster, more transparent, more secure, and more accountable than ever before. The items we deliver range from organs for transplant, to parts for critical machinery including grounded aircraft and highly sensitive components such as semiconductors.  

Airspace has been rated one of America’s best Startup Employers, listed as one of CNBC’s Disruptor 50 companies, and featured as an Innovation and Disruption leader by CBS News. Airspace has the support of leading investors such as Telstra Ventures, HarbourVest Partners, Defy Partners, DBL Partners, and Scale Ventures. To date the company has raised more than $140m. 

The company is growing rapidly and serving more places around the world than ever before. We are looking for passionate, motivated individuals who want to make an IMPACT every day to help us execute on our mission of reshaping the world of time-critical logistics. 

Overview

As a Production Support Analyst you will play a crucial role in ensuring smooth operations of the Airspace platform, serving as a key liaison between users and internal teams. This hands-on position requires a proactive individual who can effectively address production support needs for both internal and external users.

Primary responsibilities include analyzing, researching, and resolving customer support issues. Quick diagnosis of problems and identification of root causes using available data is paramount. The Analyst will either develop solutions independently or escalate issues to engineering teams while maintaining consistent communication with users on the progress. 

Effective communication is vital. The role involves engaging with product users across various channels, including in-person meetings, phone calls, emails, and live messaging. A prompt, helpful, and positive approach is crucial in all interactions.

The ideal candidate is self-motivated, possesses a strong curiosity for software development, demonstrates a willingness to learn new technologies, and has a genuine passion for assisting others in utilizing the Airspace platform efficiently.

Responsibilities

• Utilize both technical and business acumen to perform analysis, research, and resolution of customer support cases.
• Offer second-tier user assistance, including triaging requests, escalating to colleagues when necessary, and conducting user follow-ups to confirm timely resolution of issues.
• Monitor platform functionality proactively to identify and address potential problems affecting users.
• Develop and contribute materials to the production support knowledge repository.
• Participate in the creation and improvement of production support procedures, with an emphasis on process automation. 

Working Hours Requirements

This role requires working Eastern time zone hours. Working 9-5 ET is sufficient, but starting earlier is preferred. We are looking for a minimum two hours overlap with 9-5 Pacific. During role onboarding even greater overlap is preferred.  

Skill & Experience Requirements 

• Problem Resolution: Adept at quickly and effectively addressing user-reported issues, whether through immediate fixes or collaborative efforts across teams.
• Technical Proficiency: Has an understanding of software development lifecycles, user testing methodologies, and debugging techniques for both web and mobile applications.
• Customer Relations: Possesses excellent communication skills for both internal and external users, ensuring their concerns are heard and providing timely updates. Can r