Senior Application Support Specialist - FLYR

Flight Itinerary (About The Role)

As a Senior Application Support Specialist in the IT airline industry, you will be at the forefront of ensuring the uninterrupted operation of our critical software systems. You will have the opportunity to showcase your problem-solving skills, working diligently to resolve technical issues, and providing essential support to airline staff and end-users. This role offers the chance to work in a dynamic, fast-paced environment, where your technical expertise will directly impact the efficiency and customer satisfaction of our airline services. If you thrive in a challenging and collaborative environment, are passionate about the airline industry, and have a strong commitment to quality support, this role provides a rewarding opportunity to make a significant difference.

Working Hours: 3:00PM - 12:00AM (PST)

What Your Journey Will Look Like (Responsibilities)

• Respond to and resolve production incidents, ensuring minimal downtime and impact on operations, preventing SLA violations, and hitting SLO targets
• Prioritize and escalate issues based on their severity and impact
• Train on-call team members on how to handle incidents; filling any learning gaps upon reviewing incident management trends. Foster a culture of learning and innovation
• Investigate, diagnose, and troubleshoot technical issues reported by airline staff or end-users
• Document issue resolution steps and maintain a knowledge base for future reference
• Coordinate post-mortems of necessary incidents involving DSI including customer communication
• Alert SRE to any continuous SLA violations to troubleshoot and determine a concrete resolution plan
• Creation and maintenance of runbooks with help from resources engaged in solving L1 incidents
• Maintenance of incident management tooling (PagerDuty & FireHydrant)
• Communicate effectively with non-technical stakeholders to gather information and explain technical issues
• Identify opportunities for performance improvement and optimization in collaboration with development teams
• Collaboration with SRE on promotion of development and adoption of automation tools, frameworks, and practices to streamline operational tasks, reduce manual effort, and increase efficiency

What To Pack For This Trip (Qualifications)

• 4+ years of overall experience in IT
• Bachelor's degree in computer science, information technology, or a related field (or equivalent work experience)
• Advanced SQL knowledge
• 1+ years of full-time experience operating applications on Google Cloud/AWS/Azure
• Proven experience in application support, preferably in the airline industry. Familiarity with the incident management process
• Familiarity with software development methodologies (e.g., Agile, Waterfall)
• Proficiency in troubleshooting and technical problem-solving
• Excellent communication and interpersonal skills
• Ability to work under pressure and meet tight deadlines
• Ability to read and investigate scripts in Python/Bash/Go
• Experience in CI/CD, GIT
• Experience with task orchestration tools (Apache Airflow)
• Readiness for on-call duties during the weekends (up to 48h/month)
• Can do attitude

Optional Carry-On (Preferred Qualifications)

• Knowledge of airline industry processes and systems is a plus
• ITIL or related certifications are advantageous
• Infrastructure configuration automation and Infrastructure as Code (IaC, Terraform)
• Experience with monitoring applications e.g. Sentry
• Experience with observability tools e.g. DataDog

First-Class Amenities

• Equity in Series C startup with high growth potential
• Comprehensive healthcare plans (Choice of PPO & HMO available)
• Generous PTO policy and flexible working arrangements
• 401K with company match
• Free breakfast/Lunch (in-office) 
• 100% paid Parental Leave for 12 weeks