Technical Support Controller

Position Summary:The Technical Support Controller monitors fleet health and operational performance using real-time and predictive maintenance tools. This role applies advanced aircraft systems knowledge and troubleshooting expertise to direct maintenance actions, prevent operational disruptions, reduce out-of-service (OOS) time, and improve fleet reliability.Essential Responsibilities:Monitor aircraft performance, delays, pilot irregularity reports, and technical interruptions to identify required maintenance actionsUtilize health monitoring and predictive maintenance platforms (e.g., Skywise, TRAX, ERGOS, DFDR) to identify system degradation, anticipate failures, and prevent unscheduled eventsPrioritize and manage technical alerts and discrepancies, documenting disposition (Actioned, Deferred, Closed) and ensuring follow-through on corrective actionsProvide technical guidance and troubleshooting instructions to Aircraft Maintenance Technicians to support timely and effective repairsCoordinate with Maintenance Operations Center (MOC), Aircraft on Ground (AOG), Planning, and Engineering to allocate resources, parts, and toolingLead and support aircraft recovery efforts, including hard AOG events and field response when requiredPerform complex troubleshooting in collaboration with frontline technicians to improve technical effectiveness and competencyAnalyze maintenance data, technician feedback, and repair shop findings to determine root cause and confirm effectiveness of corrective actionsIdentify recurring issues and develop standardized troubleshooting procedures to improve efficiency and scalabilityMonitor trends and provide recommendations to leadership and Engineering to improve fleet reliability and reduce repeat discrepanciesCollaborate with Engineering to support development, validation, and refinement of predictive maintenance models and alert logicParticipate in operational calls, reliability meetings, and technical investigations; provide input to Engineering, OEMs, and stakeholdersReview and apply technical documentation including AMM, IPC, FIM/TSM, WDM, ASM, Service News Letters (SNLs), and Airline Operator Telexes (AOTs)Assist with development of maintenance communications such as Info Notices, Maintenance Alert Bulletins (MABs), and procedural updatesSupport reliability initiatives including Save Our Spares (SOS) and No Fault Found (NFF) programsMaintain accurate records of actions taken, resolutions, and performance outcomesOther duties as assignedMinimum Experience and Qualifications:High School Diploma or General Education Development (GED) DiplomaFive (5) years of experience in aircraft maintenance, aircraft systems, and heavy transport category aircraftValid Federal Aviation Administration (FAA) Airframe and Powerplant CertificateStrong ability to troubleshoot complex aircraft systemsKnowledge of aircraft maintenance processes and proceduresStrong knowledge of aircraft documentation (Aircraft Maintenance Manual (AMM), Illustrated Parts Catalog (IPC), Fault Isolation Manual (FIM)/Troubleshooting Manual (TSM), Wiring Diagrams (WDM), Aircraft Schematic Manual (ASM), etc.)Diverse experience in all aspects of technical operations and aircraft systemsAbility to analyze data and make informed operational decisionsAvailable for overnight travel (30%)Available to travel to support the recovery of out of service (OOS) aircraft when needed and on short noticeIn possession of or the ability to obtain valid travel documents with the ability to travel unrestricted in and out of the United StatesDepending on location, may need to acquire and maintain a United States Customs ClearanceMust be able to acquire and maintain a valid Security Identification Display Area (SIDA) BadgePossess and maintain a valid Driver License and a driving record that meets JetBlue Airways’ insurance standardsMust pass a pre-employment drug testMust be legally eligible to work in the country in which the position is locatedAuthorization to work in the US is required. This position is not eligible for visa sponsorshipPreferred Experience and Qualifications:Bachelor’s degree in Engineering or Aircraft Maintenance ManagementExperience with Airbus A320/A321/A220 and/or E190 aircraftExperience with predictive maintenance tools and data analysisKnowledge of Microsoft Project, Word, PowerPoint, and ExcelStrong organizational, communication, and team building skillsCrewmember Expectations:Regular attendance and punctualityPotential need to work flexible hours and be available to respond on short noticeAble to maintain a professional appearanceWhen working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraftMust be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion, and FunMust fulfill safety accountabilities as prescribed by JetBlue’s Safety Management SystemPromote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy, and behavioral standardsIdentify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR)) Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures, and risk controlsUphold JetBlue’s safety performance metric goals and understand how they relate to their duties and responsibilitiesThe use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the positionEquipment:Computer and other office equipmentWork Environment:Traditional office environment and occasional field servicePresent for core business hours with occasional off-hours supportPhysical Effort:Generally not required, or up to 10 pounds occasionally, 0 pounds frequently (sedentary)Compensation:The base pay range for this position starts at $118,000.00 per year. Base pay is one component of JetBlue’s total compensation package, which may also include access to healthcare benefits, a 401(k) plan and company match, crewmember stock purchase plan, short-term and long-term disability coverage, basic life insurance, free space available travel on JetBlue, and more.