AeroCloud: Revolutionizing Airport Operations

AeroCloud is the new-age operating system for airports aiming to grow. Our suite includes Airport Operating Systems (AOS), PPS, and Passenger Flow Management solutions, empowering airports to gain deep insights into the movement of passengers and aircraft around the world.

We achieve this by becoming the airport’s first call for technology. Whether in times of need or growth, we stand alongside our clients, offering support through innovative software that drives their success.

Our Commitment to Excellence

At AeroCloud, being the airport’s first call means exceeding expectations at every customer interaction. This is not just a goal; it’s our standard. We prioritize detail, diligence, and a proactive approach in everything we do. If there’s a task to be completed, we see it through. If a customer needs an answer we don’t yet have, we respond promptly to let them know we’re on it. We believe in keeping our team informed, being transparent, and maintaining accountability at every step.

About the Role

As a Support & Implementation Engineer, you will split your time across two complementary functions: delivering frontline technical support to our airport and airline customers, and leading or contributing to software deployments when required. Approximately 70% of your time will be dedicated to support activity, with the remaining 30% focused on implementation and deployment work, which will involve global travel to customer sites.

On the support side, you will resolve complex issues across hardware, networking, and SaaS products, working within a follow-the-sun model across global time zones. On the implementation side, you will take ownership of deployment tasks — configuring systems, coordinating with customers, and ensuring successful go-lives.

This role reports to the Support Team Lead and has no direct reports and will be based in our office in Muntinlupa 2-3 days a week. There will be a requirement to work a variety of shifts as part of the support role.

What You’ll Be Doing

• Diagnose and resolve complex technical issues across hardware, networking, and SaaS products for airport and airline customers
• Work within a follow-the-sun global support model, ensuring continuous coverage
• Manage and triage incoming issues, context-switching effectively across multiple products and customers
• Take personal responsibility for issues through to resolution — never leaving a customer without an update
• Support network infrastructure including switch configuration, VLANs, IP routing, and end-user equipment

• Managing the successful implementation including global on-site hyper care immediately after go-live to AeroCloud and our customer’s expectations, escalating and resolving delivery issues as required in close co-ordination with your Project manager
• Deliver onsite product training to airport IT employees, covering operations, basic troubleshooting and maintenance best practices
• Regular and transparent reporting on the progress of implementations and deployments to the project team
• Image and configure OCs, servers and other hardware equipment during installations

Across Both Roles

• Create and maintain high-quality documentation, knowledge base articles, and runbooks
• Assist with the deployment of software updates and patching
• Follow change management processes and adhere to Service Level Agreements (SLAs)

What We’re Looking For

• At least 2 years of experience in a support or implementation role, ideally within a SaaS or technology environment
• Proven ability to support multiple products and context-switch effectively under pressure
• A customer-first mindset — strong communication and stakeholder management skills are as important as technical ability
• Self-starter with a relentless approach to investigating and resolving issues end-to-end
• Genuine ownership of knowledge-sharing and documentation as part of your day-to-day
• Strong working knowledge of Windows-based systems, Active Directory, and Windows Server
• Networking experience including switch configuration, firewall configuration, VLANs, and IP routing
• Some experience with scripting or code
• Experience with Azure and/or AWS cloud infrastructure is advantageous
• Familiarity with airport or airline technology environments is advantageous but not essential
• USB and serial-connected device experience would be a bonus
• Ability to travel globally for work, including obtaining the relevant visas

What We Offer

• Competitive salary
• Best in Class Share Options scheme
• 20 days PTO + statutory holidays
• Take your birthday off work on us as well
• Extensive upskilling and training
• Digital Nomad Scheme

Our Ethos

AeroCloud recognises Diversity, Equality, and Inclusion at the heart of our business. They represent the mutual trust, respect and understanding we strive for. They are integral to our brand, reputation, success, business sustainability and employee relations impact.

Our vision is to have a diverse, equal and inclusive organisational culture. We want everyone who comes into contact with us, both face to face and virtually, to feel valued and respected. We want our workplace both in the office and at home to foster belonging to all colleagues to feel seen, connected, supported and proud. We will draw on the rich diversity of our workforce and harness the diverse contributions and considerable talents of our staff to achieve our vision in line with our organisational values and DE&I principles.

AeroCloud is an equal opportunities employer so if you have any specific work or access requirements as a result of a condition or disability then AeroCloud would be committed to working with you on the best way to support this at work.