Job Description

At Boeing, we innovate and collaborate to make the world a better place. From the seabed to outer space, you can contribute to work that matters with a company where diversity, equity and inclusion are shared values. We’re committed to fostering an environment for every teammate that’s welcoming, respectful and inclusive, with great opportunity for professional growth. Find your future with us.

Boeing Global Services, Digital Solutions Analytics (DSA) is seeking a Level 3 experienced or level 4 Senior Technical Product Support Analyst for 24x7x365 technical customer support. The scope of support covers Boeing’s current and next generation Software as a Service (SaaS) platforms, licensed software products, Identity and Access Management services spanning large-scale hybrid cloud environments. This includes e-Commerce, traditional web application and native mobile application delivery channels.

Primary job responsibilities include Mobile File Transfer (CAS MFT) technical product support investigating, analyzing, troubleshooting, and resolving high/medium/low priority service requests from our internal (Boeing) and external Customers (Aircraft Owner, Operator, MRO, Partners and Suppliers) as defined in our Licensed Software Support Policy.

This position is based out of our Seattle Washington office or Englewood CO office.

Position Responsibilities:

Provide responsive 24x7x365 world class technical customer service and support for service requests and phone call inquiries.

Utilize and maintain knowledge, troubleshooting guides and self-help resources for internal team and external customer usage.

Contribute to continuous improvement, problem management, root cause and corrective action (RCCA) activities to improve customer satisfaction, reduce repetitive issues, and eliminate negative impacting events.

Draft and publish global communications for hardware/software related changes, upgrades, issues, known defects and high/medium priority alerts.

Continuous learning by staying up to date with new software/hardware products, features and Information Technology (IT) support methods.

Be a resource and partner with cross functional and matrix organization team members in delivering superior customer service and support.

This position is hybrid. This means that the selected candidate will be required to perform some work onsite at one of the listed location options. This is at the hiring team’s discretion and could potentially change in the future.

Employer will not sponsor applicants for employment visa status.

Basic Qualifications (Required Skills/Experience):

Experience and competency in troubleshooting, analysis and problem solving strategies to address simple to complex customer inquiries.

Effective written and speaking skills to communicate with individuals with English as a primary language and those with English as a second language.

Extensive working knowledge of Mobile File Transfer tools and Large data transfer products.

Working knowledge of MFT and its impacted up and down stream systems

Willingness to work in 24x7x365 technical customer support environment.

Preferred Qualifications (Desired Skills/Experience):

3 yrs experience and competency in troubleshooting, analysis and problem solving strategies to address simple to complex customer inquiries.

Associate’s degree or higher

IT support or equivalent background across one or more of the software systems development / sustaining disciplines a plus.

Project management tools and practices as well as knowledge of project and software implementation a plus.

Knowledge and/or experience within the aviation industry

Knowledge of Aviation training practices and protocols.

Typical Education Experience:

Level 3 Education/experience typically acquired through advanced technical education (e.g. Bachelor) and typically 5 or more years' related work experience or an equivalent combination of technical education and experience (e.g. PhD, Master+3 years' related work experience, 9 years' related work experience, etc.

Preferred but not required.

Level 4 Education/experience typically acquired through advanced technical education (e.g. Bachelor) and typically 9 or more years' related work experience or an equivalent combination of technical education and experience (e.g. PhD+4 years' related work experience, Master+7 years' related work experience, 13 years' related work experience, etc.) Preferred but not required.

Relocation:

This position does not offer relocation. Candidates must live in the immediate area or relocate at their own expense.

Drug Free Workplace:

Boeing is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies.

“At Boeing, we strive to deliver a Total Rewards package that will attract, engage and retain the top talent. Elements of the Total Rewards package include competitive base pay and variable compensation opportunities.

The Boeing Company also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work.

The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.

Please note that the salary information shown below is a general guideline only. Salaries are based upon candidate experience and qualifications, as well as market and business considerations.

Summary pay range:

Level 3 $93,500.00-$126,500.00

Level 4 $118,150.00-$159,850.00

Applications for this position will be accepted until July 31st, 2024

Export Control Requirements: U.S. Government Export Control Status: This position must meet export control compliance requirements. To meet export control compliance requirements, a “U.S. Person” as defined by 22 C.F.R. §120.15 is required.

“U.S. Person” includes U.S. Citizen, lawful permanent resident, refugee, or asylee.

Export Control Details: US based job, US Person required

Equal Opportunity Employer:

Boeing is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.

Boeing is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.