Customer Support Professional

CarteNav, a PAL company, is an international leader in situational awareness solutions for the maritime, land and air environments. The company has established a reputation for providing high-value solutions that can be deployed on a wide variety of platforms for multiple mission types for government, military, and commercial customers. With a hand on the pulse of innovation, CarteNav is always seeking to develop new solutions for complex needs and environments.

We are seeking a highly skilled Customer Support Professional with a strong technical background, and hands on expertise in C4ISR mission management systems.

The successful candidate will provide hands-on technical support, troubleshooting, and system configuration for customers operating complex mission systems and related technologies. Drawing on experience across mission operations, and system integration, this role focuses on ensuring reliable system performance through fault diagnosis, configuration support, acceptance testing assistance, and close collaboration with engineering and integration teams. Training activities will be limited and primarily focused on supporting system adoption and operational effectiveness.

Key Responsibilities

Technical Support and Troubleshooting

• Provide expert-level technical support forAIMS-ISR and AIMS-C4systems across multiple platforms, including fixed-wing and rotaryaircraft
• Diagnose, troubleshoot, and resolve system issues efficiently to minimize operational downtime
• Act as a primary technical point of contact for customers during operational use
• Collaborate closely with engineering teams and system integrators to escalate, track, and resolve complex issues
• Support system verification, validation, and acceptance testing activities asrequired

System Configuration and Integration Support

• Support the integration ofAIMS-ISR and AIMS-C4to ensuretheymeets customer operational and mission requirements
• Assistcustomers with system configuration and optimization to enhance mission effectiveness
• Work with internal project and product teams to stay current on new AIMS functionality, enhancements, and technologies
• Provide feedback from operational use to inform product improvements and system updates

Customer Enablement (Secondary Focus)

• Provide targeted system familiarization and operational guidance to support effective customer use
• Contribute to existing documentation and reference materials as needed
• Support limited operator knowledge transfer activities focused on real-world system use rather than formal training delivery

Required Skills and Experience

Technical Expertise

• Proven experience as a Mission Management System Subject Matter Expert, including configuration and operational support
• Understanding of mission systems integration and aviation technologies across both rotary and fixed-wing platforms

Customer Support and Problem Solving

• Strong troubleshooting and analytical skills with the ability to diagnose complex technical issues
• Experience working directly with customers in operational or mission-critical settings
• Ability to manage multiple priorities whilemaintaininga high standard of customer service

Communication and Collaboration

• Excellent verbal and written communication skills, with the ability to clearly explain technical concepts
• Strong interpersonal skills and the ability to build effective working relationships with customers and internal teams
• Customer-focused mindset with a commitment to reliable, responsive support

Other Requirements

• Willingness to travel domestically and internationally to support customer operations
• Ability to work flexible hours asrequiredto meet operational and mission demands

What we offer:

• Comprehensive health benefits including medical, dental, vision, and life insurance
• Pension Plan with Employer Matching
• Employee Stock Purchase Plan
• Employee Tuition Assistance Program
• Employee and Family Assistance Program
• Personal travel privileges with PAL and interline agreements with multiple airlines

If you enjoy working in a fast-paced environment, have a love for travel, enjoy meeting with people and take pride and ownership in what you do, then you’re the person we are looking for!

CarteNav is committed to fostering an inclusive work environment that celebrates and encourages diversity, equity, and inclusion whereby individuals are recognized, supported, and respected. Candidates of all backgrounds are encouraged to apply.

Only those candidates selected for an interview will be contacted. Thank you.

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