Technical Support Controller

Position Summary:

The Technical Support Controller monitors fleet health and operational performance using real-time and predictive maintenance tools. This role applies advanced aircraft systems knowledge and troubleshooting expertise to direct maintenance actions, prevent operational disruptions, reduce out-of-service (OOS) time, and improve fleet reliability.

Essential Responsibilities:

Monitor aircraft performance, delays, pilot irregularity reports, and technical interruptions to identify required maintenance actions

Utilize health monitoring and predictive maintenance platforms (e.g., Skywise, TRAX, ERGOS, DFDR) to identify system degradation, anticipate failures, and prevent unscheduled events

Prioritize and manage technical alerts and discrepancies, documenting disposition (Actioned, Deferred, Closed) and ensuring follow-through on corrective actions

Provide technical guidance and troubleshooting instructions to Aircraft Maintenance Technicians to support timely and effective repairs

Coordinate with Maintenance Operations Center (MOC), Aircraft on Ground (AOG), Planning, and Engineering to allocate resources, parts, and tooling

Lead and support aircraft recovery efforts, including hard AOG events and field response when required

Perform complex troubleshooting in collaboration with frontline technicians to improve technical effectiveness and competency

Analyze maintenance data, technician feedback, and repair shop findings to determine root cause and confirm effectiveness of corrective actions

Identify recurring issues and develop standardized troubleshooting procedures to improve efficiency and scalability

Monitor trends and provide recommendations to leadership and Engineering to improve fleet reliability and reduce repeat discrepancies

Collaborate with Engineering to support development, validation, and refinement of predictive maintenance models and alert logic

Participate in operational calls, reliability meetings, and technical investigations; provide input to Engineering, OEMs, and stakeholders

Review and apply technical documentation including AMM, IPC, FIM/TSM, WDM, ASM, Service News Letters (SNLs), and Airline Operator Telexes (AOTs)

Assist with development of maintenance communications such as Info Notices, Maintenance Alert Bulletins (MABs), and procedural updates

Support reliability initiatives including Save Our Spares (SOS) and No Fault Found (NFF) programs

Maintain accurate records of actions taken, resolutions, and performance outcomes

Other duties as assigned

Minimum Experience and Qualifications:

High School Diploma or General Education Development (GED) Diploma

Five (5) years of experience in aircraft maintenance, aircraft systems, and heavy transport category aircraft

Valid Federal Aviation Administration (FAA) Airframe and Powerplant Certificate

Strong ability to troubleshoot complex aircraft systems

Knowledge of aircraft maintenance processes and procedures

Strong knowledge of aircraft documentation (Aircraft Maintenance Manual (AMM), Illustrated Parts Catalog (IPC), Fault Isolation Manual (FIM)/Troubleshooting Manual (TSM), Wiring Diagrams (WDM), Aircraft Schematic Manual (ASM), etc.)

Diverse experience in all aspects of technical operations and aircraft systems

Ability to analyze data and make informed operational decisions

Available for overnight travel (30%)

Available to travel to support the recovery of out of service (OOS) aircraft when needed and on short notice

In possession of or the ability to obtain valid travel documents with the ability to travel unrestricted in and out of the United States

Depending on location, may need to acquire and maintain a United States Customs Clearance

Must be able to acquire and maintain a valid Security Identification Display Area (SIDA) Badge

Possess and maintain a valid Driver License and a driving record that meets JetBlue Airways’ insurance standards

Must pass a pre-employment drug test

Must be legally eligible to work in the country in which the position is located

Authorization to work in the US is required. This position is not eligible for visa sponsorship

Preferred Experience and Qualifications:

Bachelor’s degree in Engineering or Aircraft Maintenance Management

Experience with Airbus A320/A321/A220 and/or E190 aircraft

Experience with predictive maintenance tools and data analysis

Knowledge of Microsoft Project, Word, PowerPoint, and Excel

Strong organizational, communication, and team building skills

Crewmember Expectations:

Regular attendance and punctuality

Potential need to work flexible hours and be available to respond on short notice

Able to maintain a professional appearance

When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft

Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion, and Fun

Must fulfill safety accountabilities as prescribed by JetBlue’s Safety Management System

Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy, and behavioral standards

Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR))

Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures, and risk controls

Uphold JetBlue’s safety performance metric goals and understand how they relate to their duties and responsibilities

The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position

Equipment:

Computer and other office equipment

Work Environment:

Traditional office environment and occasional field service

Present for core business hours with occasional off-hours support

Physical Effort:

Generally not required, or up to 10 pounds occasionally, 0 pounds frequently (sedentary)

Compensation

The base pay range for this position starts at $118,000.00 per year. Base pay is one component of JetBlue’s total compensation package, which may also include access to healthcare benefits, a 401(k) plan and company match, crewmember stock purchase plan, short-term and long-term disability coverage, basic life insurance, free space available travel on JetBlue, and more.