Overview
About Portside, Inc.
Portside is a leading provider of modern software solutions for the global aviation industry. As a fast-growing SaaS company, we operate across three key verticals: business aviation, regional commercial aviation, and aircraft leasing & finance. With nearly 300 team members spread across five continents, we support over 1,000 enterprise customers, helping them streamline and manage all aspects of their day-to-day operations.
Job Summary
We are seeking an experienced Technical Support Specialist to join our Owner Portal product team. The Owner Portal is Portside’s in-house digital platform that streamlines communication and management for aircraft owners and operators. Since its launch in 2018, it has been trusted by thousands of customers to provide real-time aircraft data, financial reporting, document management, and communication tools, all designed to enhance transparency and efficiency.
You will be part of a collaborative team of developers, QA engineers, product managers, and designers who are passionate about aviation and committed to building world-class flight management software.
Key Responsibilities
– Provide timely, high-quality technical support by addressing customer inquiries, troubleshooting issues, and delivering effective solutions
– Communicate clearly in English, both written and verbal, with customers and internal teams
– Collect and analyze customer information to accurately identify and diagnose technical issues
– Collaborate with the development team to ensure issues are resolved effectively and on schedule
– Follow up with customers after resolution to confirm satisfaction and proper implementation
– Debug and troubleshoot issues related to internal and external APIs in coordination with engineering teams
– Stay current on product offerings and integrations to maintain deep product knowledge
– Document and report recurring issues to support long-term solutions and product improvements
– Provide feedback to the QA team to help identify potential concerns before they escalate
Qualifications
– 2+ years of experience in Technical Support, Customer Success, or a similar role
– Strong technical aptitude with experience debugging APIs and working with web technologies
– Familiarity with tools such as JIRA, Chrome DevTools, Sentry, Kibana, OpenSearch/ElasticSearch, and Grafana
– Proven ability to manage and prioritize multiple issues simultaneously
– Strong problem-solving skills with a customer-first mindset
– Excellent English communication skills, able to explain technical concepts to both technical and non-technical audiences
– Background in Quality Assurance (QA) is a strong plus
– Self-motivated and proactive, with the ability to work independently and collaboratively
– Eagerness to continuously learn and adapt to new tools, technologies, and processes
What We Offer
– Engaging and challenging work in a fast-growing product company with a global customer base
– Opportunities for professional development
– Fully remote role (within the European time zone)
– Paid time off
– Company-provided laptop
– Reimbursement for English classes