Jet Support Services, Inc. (JSSI)

Analyst

• Provide specialized support to subscribers of the Traxxall product
• Serve as the primary point of contact for customers, providing in-depth guidance on product use in real-world maintenance and compliance scenarios
• Advise customers on best practices, troubleshooting, and maximizing product value using hands-on maintenance experience
• Proactively engage with customers to understand needs, resolve issues, and drive long-term adoption and satisfaction
• Monitor customer data to track product usage, performance, and compliance metrics and identify optimization opportunities
• Collaborate with sales, product development, and onboarding teams to ensure seamless communication and improve customer experience
• Gather customer feedback and work with the product team to refine features and functionalities
• Perform proactive maintenance analysis and communication to ensure safety, reliability, and efficiency of aircraft operations

Aircraft Maintenance Analyst

Software Engineer

• Define and own the overall system architecture for the new Traxxall platform, evaluating and selecting frameworks, languages, and cloud infrastructure
• Ensure best practices in design patterns, coding standards, and system integrations
• Lead by example with hands-on coding and design contributions across backend, frontend, mobile, and integrations
• Provide technical guidance to developers and drive adoption of DevOps, CI/CD pipelines, and automated testing
• Partner with Product leadership to translate business requirements into technical solutions and contribute to roadmap planning
• Work closely with QA, analysts, and support teams to ensure seamless product delivery and ongoing reliability
• Recruit, scale, and mentor a development team, fostering a culture of excellence and continuous learning
• Oversee production support and ensure high availability, proactively resolving performance, security, and scalability issues

Director of Engineering

Manager

• Administer and optimize all rental assets related to engines and APUs
• Ensure assets are accurately classified and have appropriate legal, operational, and insurance documentation
• Oversee event processes (lease or repair), ensuring compliance and risk mitigation
• Enroll and maintain assets in Traxxall; monitor green time remaining and coordinate major inspections to minimize TAT
• Develop and maintain comprehensive asset schedules and champion software tools used to manage rental assets
• Identify and flag asset acquisition opportunities in coordination with Operations
• Support maintenance event planning and allocation of assets for major events
• Maximize revenue by marketing available units for third-party leases and coordinating with Sales and JPL

Asset and Lease Manager

Support Engineer

• Promptly respond to and resolve tier 1, 2, and 3 end user support requests and log activity in the ticketing system.
• Install, configure, test, maintain, and troubleshoot workstations, peripherals, and networking devices such as firewalls, routers, and switches.
• Follow detailed employee onboarding and offboarding procedures, provisioning and deprovisioning accounts and system access in a timely manner.
• Provide after-hours on-call support as required.
• Maintain hardware and software inventories and ensure Azure Active Directory, on-premises Active Directory, and Intune are kept up to date.
• Set up A/V equipment and video conferencing software and support live meetings.
• Procure IT hardware and software application licenses.
• Monitor and respond to security alerts taking remedial action as necessary.
• Create and maintain technical user guides and IT procedures.
• Serve as project lead or technical resource for a variety of IT projects.
• Perform other responsibilities and tasks as assigned.

Technical Support Lead

Customer Support

• Lead, coach, and develop a team of Aircraft Maintenance Analysts, fostering a culture of professionalism, collaboration, and continuous improvement.
• Oversee day-to-day team performance, ensuring accurate, timely, and compliant updates to aircraft maintenance tracking systems.
• Maintain a deep understanding of customer needs and operational objectives to ensure successful adoption and ongoing value from our services.
• Drive accountability for achieving departmental KPIs, including customer satisfaction scores, first-time resolution rates, turnaround times, and data accuracy.
• Drive customer retention by proactively monitoring account health, addressing risks to adoption, and identifying upsell and expansion opportunities aligned with customer needs and business goals.
• Partner with customers to proactively identify opportunities for improvement, resolve challenges, and enhance service delivery.
• Monitor workload distribution, ensure balanced coverage, and maintain operational efficiency without sacrificing quality.
• Collaborate with cross-functional teams, including Sales, Product, and Training, to ensure a seamless customer journey.
• Implement quality assurance processes and continuous feedback loops to drive data integrity and customer confidence.
• Serve as an escalation point for complex issues, ensuring prompt and effective resolution while maintaining a positive customer relationship.
• Report on performance trends, team productivity, and customer sentiment, providing strategic recommendations to leadership.

Aircraft Maintenance Analyst

Director of Engineering

Asset and Lease Manager

Technical Support Lead

Manager - Customer Support