---
title: 'Application Support Analyst at Air-tek'
canonical: 'https://feeny.ai/job/application-support-analyst-air-tek-toronto-xyvndhsaqc6v'
type: 'job'
last_seen: '2026-09-08'
---

# Application Support Analyst at Air-tek

- **Company:** Air-tek
- **Location:** Toronto, Canada
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2024-10-17
- **Last confirmed live:** 2026-09-08
- **Apply:** https://jobs.lever.co/air-tek/a9121d2e-9514-4eee-8dd4-45359f90c3ec

## Job description

About Us: Air-tek is a Canadian-based software company with a powerful suite of unique products that have already achieved a significant share of a huge global market. The product market fit is excellent, and customers are lining up to buy. Although our global customers know us, we intentionally operate in stealth mode during this growth phase.

Our diverse team shares a collective passion for solving complex problems with a drive to innovate and a desire to create the passenger-centric travel industry. Based in Toronto, our inclusive culture is built on trust, collaboration, delivering a great product, and continuous personal development. We love what we do, and we support the team around us.

Overview: We are seeking an experienced Senior Application Support Analyst with strong customer-facing experience to join our team and support our airline SaaS solution that automates critical airline operations. In this role, you will manage high-impact customer inquiries, ensure swift responses across our organization, and deliver exceptional service to leading airline clients. Your technical troubleshooting expertise, strong communication skills, and ability to handle high-pressure situations will be crucial to your success.

Responsibilities:

- Advanced Troubleshooting and Escalation: Diagnose and resolve complex technical issues, acting as the primary escalation point. Review application behavior, configuration settings, logs, database queries, data files, and other relevant information to narrow down or identify the causes of reported issues.
- Incident Management: Lead the timely resolution of high-priority incidents, coordinating with internal teams. Conduct post-incident reviews to identify and implement improvements.
- Customer Advocacy and Product Expertise: Build, maintain and continuously enhance your deep product knowledge to address customer questions and concerns. Advocate for customer needs in cross-functional discussions.
- Knowledge Sharing and Documentation: Maintain thorough documentation of troubleshooting steps, solutions, and best practices. Participate in a culture of continuous learning and knowledge sharing within the team.
- Cross-Functional Collaboration: Collaborate with developers, product managers, and other teams in an agile environment to deliver rapid, high-quality responses to customers.
- Process Optimization and Continuous Improvement: Identify opportunities to improve support processes and workflows.
- 24/7 Coverage: Work on a rotating shift schedule to ensure 24/7 support coverage for our international customer base. The current shift schedule is four 10-hour shifts per week, rotating between early, late, and overnight.

Skills and Experience:

- 3+ years of experience in technical support within an enterprise environment, working directly with customers.
- Excellent troubleshooting ability, including when facing new and unfamiliar problems.
- Experience working with databases and/or message queueing or event streaming systems.
- Experience with cloud platforms like AWS is highly desirable.
- Exceptional written and verbal communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.

Experience with the following technologies would be considered an asset.

- MongoDB
- RabbitMQ or similar message queueing systems
- DataDog or similar observability platforms
- AWS (various services)

Why Join Us?

- Be part of a collaborative, inclusive team that values innovation and creativity.
- Work with exciting, modern technologies and gain hands-on experience across a diverse range of projects.
- Contribute to solutions that make a tangible impact.
- Enjoy opportunities for professional growth and development in a supportive environment.

The salary range for this role is $60,000 to $90,000 annually. In addition to salary, new hires may be eligible to receive stock options. The salary range shared is intended as a guide; the final salary offered may vary based on factors including the experience and skillset of the candidate. Our company is committed to providing a fair, equitable, and competitive salary that reflects the value an individual brings to the organization.

## About Air-tek

## Company Overview
- **One-liner**: Air-tek is a Canadian software company building a suite of products to automate and optimize airline operations.
- **Entity Type**: Private (stealth mode)
- **Headquarters**: Toronto, Ontario, Canada (near Union Station)
- **Founded**: Not publicly available
- **Founders**: Not publicly available

## Core Business
- **Primary industry/industries**: Airline operations automation, travel technology
- **Target customers**: B2B – global airlines
- **Mission or purpose statement**: To reshape the passenger-centric travel industry through data-driven automation and innovation.

## Products & Services
- **Air-tek Operations Suite**: A set of unique, integrated software products that automate and optimize airline workflows. The suite is described as having strong product-market fit and is sold to a global customer base. Type: SaaS (cloud-based, mission-critical systems).

## Market Standing
- **Valuation/Market Cap**: Not disclosed
- **Key Metric**: No annual revenue or total funding figures are publicly available. The company states that “product-market fit is excellent, and customers are lining up to buy.”
- **Notable Investors/Partners**: Not publicly available
- **Growth Signals**: Active hiring – 16 open roles as of mid-2026, including engineering, product, and operations positions. The company operates in stealth mode while scaling, indicating a deliberate growth phase.

## Competitive Advantages
- Strong and validated product-market fit within a large global market.
- Operates in stealth, which may limit competitor visibility while building defensible moats.
- Focus on mission-critical airline operations creates high switching costs for customers.

## Strategic Focus
- Scaling the engineering team, particularly in integration and platform engineering, to support more airline customers efficiently.
- Building scalable, configurable integrations to reduce customization per customer.
- Continuing to expand the product suite and deepen automation capabilities.

## Why Work Here
- Work on meaningful, complex problems that power the backbone of the airline industry, impacting millions of passengers.
- High-trust, low-ego culture with autonomy and ownership over projects.
- Exposure to modern technologies: C# / .NET Core, TypeScript, React, Vue.js, Node.js, Docker, AWS, GitHub Actions.
- Hybrid work policy – three days per week in the Toronto office (near Union Station).
- Competitive compensation: Software Developer salary range $90,000 – $140,000 CAD annually, plus stock options.
- Culture built on trust, collaboration, and continuous personal growth.

## Sources
1. [jobs.lever.co/air-tek – Office Coordinator](https://jobs.lever.co/air-tek)
2. [scoutify.com/companies/air-tek/](https://scoutify.com/companies/air-tek/)
3. [jobs-radar.com/company/air-tek-6218](https://jobs-radar.com/company/air-tek-6218?offices=Toronto)
4. [jobs.lever.co/air-tek/14acb33a-bcea-4060-94aa-bf5ef5893e62 – Software Developer](https://jobs.lever.co/air-tek/14acb33a-bcea-4060-94aa-bf5ef5893e62)
5. [jobs.lever.co/air-tek/7fa08762-2ce3-4182-85b6-cab749b51687 – Senior Staff Software Engineer, Integrations](https://jobs.lever.co/air-tek/7fa08762-2ce3-4182-85b6-cab749b51687)

## Other roles at Air-tek

- [Staff Product Designer](https://feeny.ai/job/staff-product-designer-air-tek-toronto-s33fs44feaz1) — Toronto, Canada
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- [Staff Software Developer](https://feeny.ai/job/staff-software-developer-air-tek-toronto-krs6vvmn09eq) — Toronto, Canada
- [Sr Platform Engineer](https://feeny.ai/job/sr-platform-engineer-air-tek-toronto-r0yb1rr1frcd) — Toronto, Canada
- [Software Developer](https://feeny.ai/job/software-developer-air-tek-toronto-pcgtc5a558ng) — Toronto, Canada
- [Software Development Engineer in Test](https://feeny.ai/job/software-development-engineer-in-test-air-tek-toronto-28btwn5czeb1) — Toronto, Canada
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