Product Support Representative - EMEA - Skywise Core

Job description

Job Description: Skywise is a leading digital services company, wholly owned by Airbus. We deliver a first-of-its-kind offer that seamlessly integrates Planning & Operations Control, Flight, Technical, and Ground Operations. By providing interoperable digital solutions for end-to-end operations, Skywise combines aircraft manufacturer expertise and digital know-how to transform operational complexity into predictable and profitable performance, ensuring resilient and more sustainable operations. The Product Support Representative (Skywise Core X) for the EMEA region 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. You will act as the technical face of the company, working directly with customers, both remotely and on-site, to navigate the complexities of modern flight operations. Since 2017, we have led the digital transformation of aviation. Through Skywise Core, airlines leverage data driven strategies, AI capabilities, and digital twin technology to enhance decision making and operational resilience. This role ensures our partners maximize these insights to maintain a competitive edge. Responsibilities1. Solution Deployment & Integration Lead the technical deployment of Skywise Core X on-boarding (Data & Workflow scoping phase, Prerequisites, data mapping preparation, …) Organize and follow the Skywise Core on-boarding with Partners. Validate the quality of data shared by the Airline Support the transition to In-Service phase, with knowledge transfer to the Support team Support the delivery & follow-up of the Skywise Core X offer Ensure that deliverables are in line with the contractual terms (cost, time, quality). Conduct comprehensive customer training and ensure a seamless transition to the "In-Service" phase through diligent knowledge transfer. Contribute to Sales activities (CSD, Central and Region Sales teams) during contract signature phase, under the lead of Sales & Marketing team 2. In-Service Support & Optimization Supporting customers during in-service phase (Ensure that the End to End Support Model is well executed) Provide advanced (L2/L3) technical support for complex customer requests and manage the resolution backlog. Be the frontline contact with our customers: they transform Skywise Core from contract to reality in the airline or MRO. Pro-active support to your customers, including regular in-service meetings to capture the engagement and identify pain points or opportunities for improvements or upgrades. Assist airlines and MRO to get the most of Skywise Core. Support to services deliveries (optional modules, migration, upgrades, ...) In service visits, on opportunity (need for local support, request by CSM or GAM team, ...) or if contractual (Skywise Core X2/X3 mandatory visits) Conduct "Healthchecks" for key accounts, developing and executing engagement plans to improve system performance. Facilitate regular in-service meetings to capture feedback, identify pain points, and propose upgrades or migrations. ​ 3. Strategic Feedback & Continuous Improvement Act as the "Voice of the Customer", synthesizing regional feedback for Product Management to influence the future roadmap (gather data and intelligence to improve Skywise product and organization) Identify opportunities for process enhancements and best practices to increase internal operational efficiency. Collaborate with Marketing and Central Support on product demos, knowledge base maintenance, and training content development. Identify new opportunities of Premium or Digital Services and communicate accordingly to Sales & Marketing team Report progress, status and risks about Skywise Core deployment and usage to Skywise management Ensure the Skywise Ontology continuous enrichment for Customers (Airlines, MRO, Airbus Business Exparts) (usage exemples: Reliability reports, Fuel Ontology, Load Sheet etc…) Must Haves:Education & Experience:Degree: Bachelor’s or Master’s in Engineering (Aircraft Design/Ops), Computer Science, IT, or equivalent technical experience. 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 the ability to translate complex technical concepts for pilots, dispatchers, and maintenance crews. 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: Stable, full-time employment contract Flexible working hours with a hybrid model (3 days per week in our Gdansk office at Olivia Business Centre) Training and development opportunities to support your career growth (3000 PLN gross per year after the probationary period) Co-funding for meals and commuting Access to the latest knowledge and technologies enabling professional development Opportunity to work on international projects and collaborate with global teams, including occasional international travel Private medical coverage Sport card Mental health support platform Life insurance Access to Employee Share Scheme Employee referral program bonus (5000 PLN) 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. Skywise Gdansk is operating within the Airbus Helicopters Polska Structure. At Airbus Helicopters Polska sp. z o.o. Gdańsk Plant, the "Internal procedure for reporting legal violations and taking follow-up actions at Airbus Helicopters Polska sp. z o.o. Gdańsk Plant" is in effect. This procedure was introduced in accordance with the Act of June 14, 2024, on the protection of whistleblowers (Journal of Laws of 2024, item 928). In the event of any detected violations, whistleblowers can submit reports to the following email address: talent@skywise.com. GDPR In accordance with Article 13(1) and (2) of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (hereinafter referred to as the "GDPR"), we hereby inform you that: The Controller of your personal data is Airbus Helicopters Polska Sp. z o.o., with its registered office in Łódź, al. Marszałek Józefa Piłsudskiego 85, 92-332 Łódź, KRS 0000481954, NIP 5252569191. You can contact the Controller by phone: +48 42 201 40 04, email: contact.office.ahp@airbus.com, or in writing using the contact details provided. 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