Product Support Representative - Skywise Core Job at Airbus (Gdansk)

Job Description

The Product Support Representative (Skywise Core) 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.

Job Responsibility

Lead the technical deployment of digital clusters, managing stakeholders through the scoping, data mapping, and sourcing phases
Oversee system configuration and facilitate User Acceptance Testing (UAT), ensuring technical queries are resolved prior to go-live
Conduct comprehensive customer training and ensure a seamless transition to the 'In-Service' phase through diligent knowledge transfer
Provide advanced (L2/L3) technical support for complex customer requests and manage the resolution backlog
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
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
Participate in on-call rotations to ensure 24/7 operational continuity for our global partners
Act as the 'Voice of the Customer,' synthesizing regional feedback for Product Management to influence the future roadmap
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

Requirements

Bachelor’s or Master’s 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
Proven ability to identify, reproduce, and resolve technical issues within complex software workflows and logs
Familiarity with Big Data, AI, databases, or web technologies is highly preferred
Understanding of Airline Maintenance, Engineering, Flight Operations, or Technical Operations (and relevant regulatory frameworks) is a significant advantage
Fluent in English (written/verbal), with the ability to translate complex technical concepts for pilots, dispatchers, and maintenance crews
A proactive, analytical mindset capable of making rapid, accurate decisions during operational disruptions
Highly organized with the ability to multitask and manage priorities in a fast-paced environment

What we offer

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)

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Product Support Representative - Skywise Core

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