flydocs

• Lead customers through every stage of the onboarding journey – from kick-off through go-live and into post-go-live adoption • Build trust and credibility with airline and MRO stakeholders by combining project rigour with genuine aviation domain knowledge • Support customers through the operational change management that comes with adopting flydocs solutions into their day-to-day workflows • Identify and foster product champions within customer organisations to drive adoption and long-term advocacy • Help customers streamline their processes and realise measurable operational efficiencies • Deliver projects on time and within scope, maintaining commercial discipline and protecting margins • Track and report project health accurately – flagging risks early rather than absorbing them • Adopt a continuous improvement mindset, identifying ways to make onboarding more repeatable and scalable • Contribute to the development of onboarding playbooks, templates, and training materials that strengthen the wider PS team • Act as the primary point of contact for customers during the onboarding and implementation phases • Manage multiple projects simultaneously, ensuring successful delivery while maintaining customer satisfaction • Define & Plan the scope and schedule of the customer's project from Kick-Off to Go-Live • Develop and maintain detailed project plans and timelines, proactively addressing any risks or issues • Conduct regular status updates and communicate progress to internal and external stakeholders • Provide training and support to customers to facilitate the successful adoption of Flydocs solutions • Gather feedback from customers post-implementation to identify areas for improvement and drive enhancements

• Analyze business requirements, technical specifications, and system architecture to define comprehensive test strategies • Design detailed test plans, test cases, and traceability matrices ensuring complete functional coverage • Perform functional, regression, integration, system, and end-to-end testing for Angular web applications • Conduct RESTful API testing including request/response validation, schema validation, and error handling scenarios • Develop, enhance, and maintain scalable automation frameworks for UI and API testing • Collaborate closely with developers, product owners, and DevOps teams to improve product quality

• Define, prioritize, and refine the product backlog based on customer needs and strategic objectives. • Work closely with engineering, design, and QA to deliver high-quality features on time. • Facilitate Agile ceremonies including sprint planning, backlog grooming, and retrospectives. • Collaborate with Product Managers to align the roadmap with company OKRs and customer outcomes. • Engage with airline, lessor, and MRO customers to gather feedback and drive continuous improvement. • Ensure that every product increment delivers measurable customer value and aligns with regulatory standards. • Monitor performance metrics including feature adoption, delivery cycle time, and product quality. • Partner with go-to-market teams for release preparation and customer communication.

• This is a remote position. • You will be responsible for assisting the IT Security team with day-to-day IT security tasks and tool monitoring. • A part of your job role will be to ensure that the company's digital assets are protected from unauthorized access. • This includes securing both cloud and on-premises infrastructures, weeding through metrics and data to filter out suspicious activity, and finding and mitigating risks before breaches occur. • You will work with the infrastructure team to assist them with the security implementations in our IT infrastructure. • You will be responsible for assisting your team in setting security standards and maintaining computer networks while protecting the company from cyber-attacks. • You will be required to participate in security audits and help customers resolve their queries regarding the security landscape within the organization. • Other specific responsibilities include: Monitoring security access and various security tools to resolve the generated alerts. • Performing risk analysis and determining security gaps. • Assisting with cybersecurity compliance and governance. • Assist in maintaining security policies and documentation. • Analyzing security breaches to identify the root cause. • Verifying the security of third-party vendors and collaborating with them to meet security requirements.

• Serve as the initial contact for customer queries via email, chat, or phone. • Understand customer concerns and provide prompt responses using knowledge base and standard operating procedures. • Troubleshoot common product issues, guiding customers through basic resolutions. • Accurately log customer interactions and issues in hubspot. • Identify and escalate complex issues to Tier 2 when needed. • Work closely with cross-functional teams, including Technical Support and Product teams, to ensure customer concerns are addressed efficiently. • Follow up on unresolved customer cases, ensuring timely resolution and customer satisfaction. • Maintain a high level of professionalism and empathy in all interactions. • Ensure compliance with SLAs (Service Level Agreements) for response and resolution times. • Gather customer feedback and provide insights to improve product usability and support processes. • Stay updated with flydocs product updates, new features, and system changes. • Contribute to internal knowledge bases and FAQs to improve first-contact resolution. • Participate in training sessions and skill enhancement programs.