Remote Email Chat Support Jobs in West Springfield, MA

Company Overview
Tsunami Tsolutions is a leading provider of technology solutions tailored for the aerospace and defense sector and other highly regulated industries. We specialize in delivering innovative enterprise solutions that enhance operational efficiency, compliance, and decision-making for airlines, MROs, and aerospace manufacturers.
NOTE: This position requires access to technologies and hardware subject to U.S. national security-based export control requirements. All applicants must be U.S. Persons (8 USC 1324b(a)(3)) or otherwise authorized by the U.S. Government. No company sponsorship is offered.
Position Overview
Tsunami Tsolutions is seeking a Production Support Analyst who enjoys solving application and data problems, working directly with clients, and turning each resolution into clearer knowledge for the team. This role provides Tier 1 support for Maintenix, EData+, and related service-management tools while protecting data integrity, service commitments, security, and a consistent client experience.
The Production Support Analyst owns routine issues from intake through confirmation of resolution and is expected to resolve approximately 70-80% of assigned requests before escalation. When deeper expertise is required, the Analyst provides Tier II and other technical resources with clear analysis, supporting evidence, and reproduction details.
Key Responsibilities
Manage helpdesk calls, emails, database inquiries, and YouTrack tickets; work directly with clients to clarify needs, communicate status and next steps, and confirm resolution.
Troubleshoot Maintenix and related application, navigation, access, data, and business-process issues using approved procedures and tools.
Investigate discrepancies, implement approved routine corrections, and escalate complex, high-impact, recurring, or security-sensitive issues with complete analysis and evidence.
Test software connected to reported issues and perform full or targeted Formal Qualification Review (FQR) testing using approved procedures and acceptance criteria.
Administer EData+ access only after required authorization, identity validation, segregation-of-duties checks, and documentation are complete.
Maintain complete ticket records, client-interaction notes, resolution evidence, knowledge articles, standard operating procedures, and reusable troubleshooting guidance.
Partner with supervisors, specialists, process owners, and the Sustainment Process and Data Analyst to resolve issues and improve support processes.
Use approved automation and AI tools while meeting all security, privacy, quality, human-review, and client requirements.
Required Qualifications
High school diploma or GED.
Strong interpersonal, listening, written communication, and client-service skills.
Strong analytical, research, troubleshooting, and problem-solving ability, with high attention to detail and an appropriate sense of urgency.
Ability to explain technical information clearly to users with different levels of technical knowledge.
Sound judgment in protecting sensitive information, maintaining accurate records, and following security, quality, and compliance procedures.
Ability to work collaboratively, adapt to changing priorities and technologies, and provide rotational after-hours support when assigned.
Preferred Qualifications
One or more years of experience using Microsoft Excel.
One or more years of experience using SQL and Microsoft SQL Server.
Two or more years of experience in a professional, government, aerospace, defense, or enterprise environment.
Experience with configuration management, aircraft or engine maintenance data, application support, helpdesk, or technical support, including YouTrack, ServiceNow, or a comparable platform.
Experience with batch processing, scripting, data validation, reporting tools, knowledge articles, test evidence, SOPs, or troubleshooting documentation.
Our Operating Model
Our Transformation Economy approach begins with what the client is trying to accomplish. We measure success through restored capability, accurate data, reliable delivery, reduced recurrence, evidence-based progress, and improvements that last beyond a single ticket.
Work Environment and Conditions
This is a hybrid position based in Glastonbury, Connecticut, subject to company policy and business and client needs.
Work is performed in an office or approved remote environment and may require scheduled coverage, time-sensitive response, occasional after-hours coordination, prolonged computer use, and occasional travel.
Candidates must successfully complete the required background investigation and drug screening.
If you enjoy solving technical problems, communicating clearly, and improving how support works, we would like to hear from you.