Technical Customer Success Specialist

WELCOME TO SITA

SITA is the leading specialist in air transport communications and information technology. We don't just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture.

Ready to redefine air travel? The journey starts here, with you at SITA.

ABOUT THE ROLE & TEAM:

At SITA we believe in putting the customer at the center of everything we do. One of the primary objectives of this role is to be trusted technical advisor to provide technical expertise and support customers achieve their business goals objectives and outcomes. As a Technical Customer Success Specialist your goal will be to use your technical and product expertise to define and drive our clients' overall technical strategy. Manage customer specific technical design queries and troubleshoot issues to maximize customer satisfaction by applying industry leading processes and procedures.

WHAT YOU WILL DO:

• Understand customer technical environment and proactively seek improvements and innovations in the services delivered by SITA to the assigned customer.
• Act as the voice of the customer within SITA through periodic client health checks and technical integration audits. Ensure that technical support model processes and infrastructure are in place to deliver our contractual commitments.
• Improve adoption by ensuring that the technical support model processes and infrastructure are in place to deliver contractual commitments.
• Collaborate closely with the Technical Support, Product and Engineering teams to deliver meaningful outcomes and increase business value to our clients.
• Act as the key technical contributor and coordinate application troubleshooting with customers and/or internal resolver groups to maintain the highest level of customer service and resolve faults and incidents within the prescribed SLA when required.
• Partner with the Client Success Manager to identify key technical strategies that unlock opportunities to provide additional services to the customer. Understand the customer environment and drive continual service improvement. Document and manage all technical documentation.
• Understand the customer environment and proactively seek improvements and innovations in the services delivered by SITA to the assigned customer. Act as the voice of the customer within SITA through periodic client health checks and technical integration audits. Ensure technical support model processes and infrastructure are in place to deliver contractual commitments.
• Improve adoption by ensuring that the technical support model processes and infrastructure are in place to deliver contractual commitments. Collaborate with Technical Support, Product and Engineering teams to deliver meaningful outcomes and increase business value to our clients.

EXPERIENCE:

• Overall 4+ years of experience with 3+ years of experience delivering technical solutions and 2+ years of customer facing experience delivering IT services to internal or external customers; 2+ years Air Transport Industry Experience
• Experience interacting with product SMEs. Ideally should have experience with an IT solution

Technical Competencies

• Networking Fundamentals
• Solid understanding of TCP/IP, routing, switching, VLANs, DNS, DHCP, NAT.
• Familiarity with BGP, OSPF, EIGRP, MPLS — especially in the context of IPVPN.
• Concepts of QoS (Quality of Service), latency, jitter, and SLAs.
• Understanding of Wi-Fi standards (802.11a/b/g/n/ac/ax), frequencies, channel planning.
• Wi-Fi security protocols (WPA2/WPA3-Enterprise, RADIUS, 802.1X).
• Familiarity with Wi-Fi troubleshooting tools
• Cisco Technologies
• Working knowledge of: Cisco enterprise networking hardware (Catalyst, Nexus, ASR/ISR routers); Cisco SD-WAN (Viptela) & Meraki cloud-managed networks; Cisco DNA Center / Cisco ISE (Identity Services Engine) for policy and access control; Troubleshooting via CLI and Cisco tools (Prime Infrastructure, TAC).
• Versa Networks (SD-WAN & SASE): Understand Versa SD-WAN/SASE architecture, controller & edge deployment models; Ability to explain policies: traffic steering, segmentation, ZTP (zero touch provisioning); Awareness of security services integrated in SASE (firewall, SWG, CASB, ZTNA); VERSA Concerto knowledge.
• Service Management / Delivery
• ITIL Practices
• Knowledge of ITIL Incident, Problem, Change, Service Request, Service Level Management.
• Ability to align customer success initiatives with agreed SLAs/OLAs.
• Using ticketing and monitoring platforms in ServiceNow.
• Performance Monitoring & Reporting: Interpreting and presenting network utilization & health dashboards; uptime/availability reports, latency/jitter, packet loss KPIs; SLA compliance reports
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• ITIL Foundation Certification

WHAT WE OFFER:

SITA's workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:

• Work Flexibility: Work from home up to 2 days/week (depending on your Team's needs). You may wish to flex your arrival time at the office, to beat the rush hours or you may want to leave the office earlier to pick up your kids from school or to go to your favorite game: We support you in being open about your needs and routine with your manager.
• Employee Wellbeing: Employee Assistance Program (EAP) provided by SITA is a yearly free service for practical advice in any part of your life.
• Professional Development: Unleash your potential with our training offers via Coursera
• Flex-location: Benefit for 30 working days from anywhere around the world each year
• Competitive benefits according to the local market

SITA is an Equal Opportunity Employer and values a diverse workforce. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.