About Portside, Inc.

Portside is a leading provider of modern software solutions for the global aviation industry. As a fast-growing SaaS company, we operate across three key verticals: business aviation, regional commercial aviation, and aircraft leasing & finance. With nearly 300 team members spread across five continents, we support over 1,000 enterprise customers, helping them streamline and manage all aspects of their day-to-day operations.

Job Summary

We are seeking an experienced Technical Support Specialist to join our Owner Portal product team. The Owner Portal is Portside’s in-house digital platform that streamlines communication and management for aircraft owners and operators. Since its launch in 2018, it has been trusted by thousands of customers to provide real-time aircraft data, financial reporting, document management, and communication tools, all designed to enhance transparency and efficiency.

You will be part of a collaborative team of developers, QA engineers, product managers, and designers who are passionate about aviation and committed to building world-class flight management software.

Key Responsibilities

• Provide timely, high-quality technical support by addressing customer inquiries, troubleshooting issues, and delivering effective solutions
• Communicate clearly in English, both written and verbal, with customers and internal teams
• Collect and analyze customer information to accurately identify and diagnose technical issues
• Collaborate with the development team to ensure issues are resolved effectively and on schedule
• Follow up with customers after resolution to confirm satisfaction and proper implementation
• Debug and troubleshoot issues related to internal and external APIs in coordination with engineering teams
• Stay current on product offerings and integrations to maintain deep product knowledge
• Document and report recurring issues to support long-term solutions and product improvements
• Provide feedback to the QA team to help identify potential concerns before they escalate

Qualifications

• 2+ years of experience in Technical Support, Customer Success, or a similar role
• Strong technical aptitude with experience debugging APIs and working with web technologies
• Familiarity with tools such as JIRA, Chrome DevTools, Sentry, Kibana, OpenSearch/ElasticSearch, and Grafana
• Proven ability to manage and prioritize multiple issues simultaneously
• Strong problem-solving skills with a customer-first mindset
• Excellent English communication skills, able to explain technical concepts to both technical and non-technical audiences
• Background in Quality Assurance (QA) is a strong plus
• Self-motivated and proactive, with the ability to work independently and collaboratively
• Eagerness to continuously learn and adapt to new tools, technologies, and processes

What We Offer

• Engaging and challenging work in a fast-growing product company with a global customer base
• Opportunities for professional development
• Fully remote role (within the European time zone)
• Paid time off
• Company-provided laptop
• Reimbursement for English classes