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
As a Customer Support Analyst, you will be integral in providing top-notch service for our Baldwin, Safety management software users. This role involves troubleshooting complex issues, supporting integrations with other systems, and partnering with cross-functional teams to deliver a seamless user experience. The ideal candidate will have a strong technical acumen, understanding of aviation operation and a dedication to helping clients operate smoothly and efficiently.

Key Responsibilities 

• Serve as the primary contact for safety management software users, responding to software problems and inquiries via phone and email.
• Troubleshoot and resolve technical issues related to software functionality, integrations, and system performance.
• Collaborate with product and engineering teams to report, document, and address software bugs, system gaps and enhancement requests.
• Assist with customer onboarding, training sessions, and adoption of software features.
• Act as the escalation point for support tickets and coordinate with engineering team on resolutions
• Develop and maintain a knowledge base, FAQs, and training materials to empower customers with self-service tools.
• Monitor customer engagement, usage trends, and potential churn risks to help drive retention and satisfaction.
• Maintain high customer satisfaction through effective problem resolution and proactive engagement.
• Continuously expand knowledge of Portside's offerings and new product features to provide comprehensive support
• Stay up to date with Aviation industry trends, regulations and compliance requirements

Qualifications

• Bachelor’s degree, preferably in Aviation Management, Aviation Safety Management, Information Technology, or a related field.
• 2–3 years of experience in a customer support or help desk role, with a proven ability to manage high inquiry volumes while maintaining excellent customer service.
• Familiarity with aviation operations, SMS (safety management systems), scheduling systems, and compliance requirements (e.g., Part 135 or Part 91 regulations).
• Understanding of risk assessment, safety reporting workflows, and corrective action tracking within aviation contexts.
• Proficiency in cloud-based aviation management platforms and CRM tools (e.g., Zendesk, Salesforce, JIRA).
• Strong problem-solving abilities with attention to detail in diagnosing issues, identifying trends, recommending solutions,
• Exceptional verbal and written communication skills tailored to aviation professionals, such as safety managers, dispatchers, flight department managers, and crew schedulers.
• Demonstrated success in building relationships with customers and driving satisfaction in a high-pressure environment.
• Knowledge of aviation-related software systems beyond safety management, such as flight scheduling, maintenance tracking, or crew management tools is a plus.
• In addition to regular business hours (9 am – 5 pm EST), a willingness to participate in an on-call rotation for after-hours and holiday support as needed is required.

Benefits

• Competitive salary
• Health, dental, and vision insurance.
• Retirement plan with company match.
• Opportunities for professional development and career growth.
   

Portside is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.