Technical Product Support Analyst (Associate, or Expereinced)

Technical Product Support Analyst (Associate, or Experienced) Company: The Boeing Company – Boeing Digital Services. We are seeking a Technical Product Support Analyst (Associate, or Experienced) 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, and Identity and Access Management services spanning large‑scale hybrid cloud environments. This includes e‑Commerce, traditional web application and native mobile application delivery channels based out of our Seattle, WA or Englewood, CO offices. Position Responsibilities Provide responsive 24x7x365 world‑class technical customer service and support for service requests, phone calls and email inquiries. Investigate, analyze, troubleshoot, and resolve high/medium/low priority service requests from internal (Boeing) and external customers (Aircraft Owner, Operator, MRO, Partners and Suppliers) as defined in our Licensed Software Support Policy. 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 unplanned events. Continuously learn by staying up to date with new software/hardware products, features and Information Technology (IT) support methods. Act as a resource and partner with cross‑functional and matrix organization team members in delivering superior customer service and support. Basic Qualifications (Required Skills/Experience) One or more years of 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. Willingness to work in a 24x7x365 technical customer support environment. Preferred Qualifications (Desired Skills/Experience) Three or more years of related work experience or an equivalent combination of education and experience. Associate’s degree or higher in IT support or an equivalent background across one or more of the software systems development/sustaining disciplines. Experience with project management tools and practices as well as knowledge of project and software implementation. Knowledge and/or experience within the aviation industry. Knowledge of aviation training practices and protocols. Other Information Shift: Variable shift position; shift slotting will be determined by business and customer needs. Location: Seattle, WA or Englewood, CO. We provide a Total Rewards package that includes competitive base pay and variable compensation opportunities as well as a range of benefit programs such as health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance, and paid/unpaid time away from work. Job is not contingent upon program award or security clearance. Visa sponsorship is not offered. 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. EEO is the law. Boeing EEO Policy. Request an Accommodation. Applicant Privacy. Boeing Participates in E‑Verify . #J-18808-Ljbffr Boeing