SKYWISE - Product Support Representative - AMER - Command+

Job Description:
Skywise provides comprehensive, integrated solutions that drive operational efficiency, enhance safety, and support business growth for airlines and the wider aerospace industry worldwide. Our innovative portfolio spans Electronic Flight Bag (EFB) solutions, flight operations, crew planning, digital maintenance, tech ops, ground ops, maintenance capabilities, and predictive insights, all designed to navigate the complexities of modern air travel. With a commitment to fostering digital transformation, we leverage cutting-edge technologies to empower our customers to achieve optimal performance and maintain their competitive edge in a rapidly evolving market
The Product Support Representative (PSR) serves as the primary technical bridge between our digital ecosystem and our airline customers. This is a high-impact role focused on deploying advanced digital solutions and ensuring operational excellence. The PSR acts as the technical face of the company, working directly with customers, both remotely and on-site, to navigate the complexities of modern flight operations. The ideal candidate is customer-focused, analytical, and possesses a strong problem-solving mindset.
The Command+ suite of products includes Skywise’s airline planning and controlling digital solutions: N-FP, N-OC, N-PBS, and N-Tracking
Primary Responsibilities
Solution Deployment and Integration
The Product Support Representative is fully responsible for all technical activities required to successfully deploy Command+ Digital Solutions. This may include Customer stakeholder management and steering activities required on the customer side. These tasks usually fall into the following main families:
Data & Workflow scoping phase, prerequisites, data mapping preparation, sourcing and consolidation
consolidation of the configuration
delivery of Customer Training,
preparation and support for the User Acceptance Tests, including analysis and resolution of technical queries
Support the transition to the In-Service phase, with knowledge transfer to the Support team
Follow-up on any additional needs raised by the customer
In-Service Support and Optimization
Contribute to complex Customer request solving, supporting L1/L2 or L3 teams.
Manage the customer backlog and perform regular follow-up meetings on outstanding tickets
When the need for a stronger engagement is identified and validated by the CX Region Leadership Team, perform an in-depth review of the customer situation (Healthcheck), propose a specific engagement plan and execute it with the customer
Support on-call rotations to ensure customers continue to receive support
Contribute to tasks beneficial to customers in all regions (local for global) as directed by the local managements
Act as a bridge between airline customers and internal teams
Strategic Feedback and Continuous Improvement
Contribute to the consolidation of the Customer Voice for the region, under the guidance of the Product Support Lead and Customer Success Managers.
Prioritize all customers' queries, requests, and pain points related to the Command+ Cluster of products in the AMER region and provide them to the Product Support Manager.
Continuous Improvement and Other Activities
Identify opportunities for process enhancements and implement best practices to increase operational efficiency.
Support other CX functions, such as marketing for detailed product demos, central support for knowledge base maintenance and training content development
Ability to conduct customer training and contribute to the development of customer-facing technical documents and knowledge base articles
Qualifications and Skills
Education and Experience
Bachelor’s Degree or Master’s Degree in Engineering (Aircraft Design/Ops), Computer Science, IT, or equivalent technical experience.
4+ years of professional experience in a customer-facing technical support or implementation role
Technical Proficiency
SaaS Expertise: Proven ability to identify, reproduce, and resolve technical issues within complex software workflows and logs.
Data Literacy: Familiarity with Big Data, AI, databases, or web technologies is highly preferred.
Aviation Knowledge: Understanding of Airline Maintenance, Engineering, Flight Operations, or Technical Operations (and relevant regulatory frameworks) is a significant advantage.
Core Competencies
Communication: Fluent in English (written/verbal), with excellent written and verbal communication skills to convey concise, structured instructions and explanations to both technical and non-technical users (pilots, dispatchers, maintenance crews, etc)
Problem-Solving: A proactive, analytical mindset capable of making rapid, accurate decisions during operational disruptions. - Autonomy: Highly organized with the ability to multitask and manage priorities in a fast-paced environment.
What we Offer:
Located in the heart of University of Waterloo’s David Johnston Research + Technology Park, Skywise is close to shops, restaurants, gyms, daycare, and many other amenities, and only 10 minutes away from Hwy 85. As part of our family, you will enjoy:
Being part of Airbus Network
Flexible hours
Hybrid working environment (3 days in office)
Free parking
Vacation Days (15 - 25)
Professional Development Day
Christmas shut down
Summer core hours
Strong work-life balance
Casual dress code
Competitive group benefits plan
Strong focus on mental health support benefits
Sick and Personal days
RRSP matching program
Life Insurance
Access to Employee Share Scheme
Maternity & Paternity benefits
Referral program
Rewards and Recognition program
Training and Development Support
Monthly Lunch and Learns
Fitness & Wellness reimbursement
An active social committee
Organized Volunteer Events
Game room, including a flight simulator!
Active Inclusion & Diversity Committee
And much more
AI Disclosure: No artificial intelligence tools are used to screen, assess, or select candidates for this role
Selection and Hiring Commitment
We thank all applicants for applying. Only selected applicants will be contacted.
Skywise is committed to creating an environment and a culture where everyone feels like they belong no matter who they are or where they are from. We are committed to providing equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job. We do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national or ethnic origin, religion, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, record of offences, and basis of disability or any protected class. Accommodations will be available on request for candidates throughout the entire recruitment and selection process.
This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.