<div class="content-intro"><p><span style="font-family: arial, helvetica, sans-serif;"><strong>Company Introduction:</strong></span></p><p><span style="font-family: arial, helvetica, sans-serif;"><a href="http://airspace.com"><span style="font-weight: 400;">Airspace</span></a><span style="font-weight: 400;"> 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.</span></span></p><p><span style="font-weight: 400; font-family: arial, helvetica, sans-serif;">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. </span></p><p><span style="font-family: arial, helvetica, sans-serif;"><span style="font-weight: 400;">Airspace has been rated one of</span><a href="https://www.forbes.com/lists/americas-best-startup-employers/?sh=430441b22ad7"><span style="font-weight: 400;"> </span><span style="font-weight: 400;">America’s best Startup Employers</span></a><span style="font-weight: 400;">, listed as one of </span><a href="https://www.cnbc.com/2022/05/17/airspace-disruptor-50.html"><span style="font-weight: 400;">CNBC’s Disruptor 50</span></a><span style="font-weight: 400;"> companies, and featured as an </span><a href="https://www.cbsnews.com/video/innovative-technology-is-optimising-the-delivery-of-time-critical-and-life-saving-shipments/"><span style="font-weight: 400;">Innovation and Disruption leader</span></a><span style="font-weight: 400;"> 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</span><a href="https://www.cnbc.com/2022/05/25/early-tesla-investor-leads-70-million-investment-in-airspace.html"><span style="font-weight: 400;"> raised more than $140m. </span></a></span></p><p><span style="font-weight: 400; font-family: arial, helvetica, sans-serif;">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. </span></p></div><h2>Overview</h2><p>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.</p><p>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. </p><p>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.</p><p>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.</p><h2><strong>Responsibilities</strong></h2><ul><li>Utilize both technical and business acumen to perform analysis, research, and resolution of customer support cases.</li><li>Offer second-tier user assistance, including triaging requests, escalating to colleagues when necessary, and conducting user follow-ups to confirm timely resolution of issues.</li><li>Monitor platform functionality proactively to identify and address potential problems affecting users.</li><li>Develop and contribute materials to the production support knowledge repository.</li><li>Participate in the creation and improvement of production support procedures, with an emphasis on process automation. </li></ul><h2><strong>Working Hours Requirements</strong></h2><p>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. </p><h2><strong>Skill & Experience Requirements </strong></h2><ul><li><strong>Problem Resolution:</strong> Adept at quickly and effectively addressing user-reported issues, whether through immediate fixes or collaborative efforts across teams.</li><li><strong>Technical Proficiency:</strong> Has an understanding of software development lifecycles, user testing methodologies, and debugging techniques for both web and mobile applications.</li><li><strong>Customer Relations:</strong> Possesses excellent communication skills for both internal and external users, ensuring their concerns are heard and providing timely updates. Can remain composed under pressure and manage interactions with dissatisfied customers professionally.</li><li><strong>Detail Orientation:</strong> Meticulous in attending to details, particularly in documentation, error tracking, and solution testing for production-related issues.</li><li><strong>Multitasking Capabilities:</strong> Can manage multiple technical inquiries simultaneously, alongside other responsibilities like report generation, manual testing, and debugging.</li><li><strong>Software Experience:</strong> 2-3 years in a software support or testing role. </li></ul><h3><strong>Nice To Have</strong></h3><ul><li>Experience reading and analyzing error logs.</li><li>Experience using AI tools to enhance productivity.</li><li>Knowledge of SQL.</li><li>Experience with customer support platforms such as ZenDesk.</li><li>Familiarity with Atlassian’s suite, including JIRA and Confluence.</li></ul><p>Compensation:</p><ul><li>Salary Range: $69-75K </li><li>High-quality health, dental, and vision plan options</li><li>Unlimited PTO</li><li>401K with company match</li></ul><div class="content-conclusion"><p><span style="font-family: arial, helvetica, sans-serif;"><strong>Core Values:</strong></span></p><ul><li style="font-weight: 400;"><span style="font-family: arial, helvetica, sans-serif;"><strong>We are One Team</strong><span style="font-weight: 400;">. We believe we all accomplish more when we are working together.</span></span></li><li style="font-weight: 400;"><span style="font-family: arial, helvetica, sans-serif;"><strong>We make an Impact</strong><span style="font-weight: 400;">. We are determined to have a positive influence on our environment, our customers, our industry, and our world.</span></span></li><li style="font-weight: 400;"><span style="font-family: arial, helvetica, sans-serif;"><strong>We are Passionate</strong><span style="font-weight: 400;">. We care deeply about our mission and are not afraid to raise the bar.</span></span></li><li style="font-weight: 400;"><span style="font-family: arial, helvetica, sans-serif;"><strong>We are Transparent</strong><span style="font-weight: 400;">. We pride ourselves on having open, honest, and sincere communication with our team and customers.</span></span></li><li style="font-weight: 400;"><span style="font-family: arial, helvetica, sans-serif;"><strong>We are Innovative</strong><span style="font-weight: 400;">. We never settle and are always striving to improve our product, service, and ourselves.</span></span></li></ul><h4><span style="font-family: arial, helvetica, sans-serif;"><strong>About Airspace:</strong></span></h4><p><span style="font-weight: 400; font-family: arial, helvetica, sans-serif;">From life-saving organs to essential machinery components, Airspace is trusted by the world’s largest companies and most critical healthcare organizations to move their most time-sensitive shipments on time, every time. Our proprietary AI-powered platform is the most advanced of its kind- awarded and protected by multiple patents, it provides speed, reliability, and transparency unrivaled in time-critical logistics. We are thinkers, builders, and doers; from building and deploying AI in the world to assembling a world-class operations team, Airspace is on a hypergrowth trajectory while remaining hyper-focused on the needs of our customers and team members. </span></p><p><span style="font-weight: 400; font-family: arial, helvetica, sans-serif;">With offices in the United States in Carlsbad, CA and in Europe in Amsterdam, Frankfurt, Stockholm, and London, we are rapidly scaling into new markets and industries while continuing to innovate and maximize value for our customers. Backed by leading investors including Telstra, HarbourVest, Prologis, Qualcomm, Defy, and others, Airspace has raised $140M to date.</span></p><p><span style="font-weight: 400; font-family: arial, helvetica, sans-serif;">Join our team of 300+ technologists, futurists, and industry veterans as we work as One Team to revolutionize time-critical logistics. </span></p><p> </p><p><span style="font-weight: 400; font-family: arial, helvetica, sans-serif;">Airspace is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Additionally, Airspace participates in the E-Verify program for all locations. </span></p><div class="c-message_kit__gutter"><div class="c-message_kit__gutter__right" data-qa="message_content"><div class="c-message_kit__blocks c-message_kit__blocks--rich_text"><div class="c-message__message_blocks c-message__message_blocks--rich_text"><div class="p-block_kit_renderer" data-qa="block-kit-renderer"><div class="p-block_kit_renderer__block_wrapper p-block_kit_renderer__block_wrapper--first"><div class="p-rich_text_block"><div class="p-rich_text_section"> </div><div class="p-rich_text_section"><span style="font-family: arial, helvetica, sans-serif;">For this role the acquisition of recruitment agencies is not appreciated, thank you for your understanding.</span></div></div></div></div></div></div></div></div></div>