SKYWISE - Customer Support Specialist - AMER - Contract

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.
Primary Responsibilities
Ticket Processing
Ticket Monitoring
Production of Visuals and Presentations
Business Process Review
Meeting Facilitation
Crisis Response Tracking
Additional Tasks for Product-related activities:
Gain advanced knowledge of one or more Skywise products (PBS, NOC, NFP, Mission+, Flysmart+, AODB, etc)
Provide product support as needed within capabilities
Qualifications and Skills
Education and Experience
Bachelor’s Degree or College Diploma (completed or currently pursuing) in Aviation, Engineering (Aircraft Design/Ops), Computer Science, IT, or equivalent technical experience.
Preferred: 1+ 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 the ability to translate complex technical concepts.
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.
Company:
Skywise Canada Inc.
Contract Type:
Fixed term
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Experience Level:
Entry Level
Job Family:
Customer Eng.&Technical Support&Services <JF-CS-PS>
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