SKYWISE - Product Support Representative - AMER - Command+

Airbus; Southwestern Ontario; On-site; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible hours

Hybrid work

RRSP matching

Life Insurance

Share scheme

Job summary

Skywise Canada Inc. is seeking a Product Support Representative to join our team in Canada. You will scope data, support the transition to In-Service, and handle customer inquiries across SaaS platforms.

You’ll work with L1-L3 teams, manage the customer backlog, and contribute to continuous improvement initiatives. Ideal candidates have a Bachelor's or Master's in Engineering or related field, 4+ years in technical customer support, strong English communication, and familiarity with aviation

Qualifications

• Bachelor's or Master's in Engineering or related field
• 4+ years in customer-facing technical support or implementation
• Experience with SaaS and software workflows
• Knowledge of airline maintenance operations advantageous
• Strong English communication skills

Responsibilities

• Scope data and configuration for customer training and UAT support
• Support the transition to the In-Service phase and knowledge transfer
• Manage customer backlog and follow-up on tickets
• Participate in on-call rotations to ensure support continuity
• Bridge between airline customers and internal teams to drive improvements

Skills

SaaS expertise

Data literacy

Aviation knowledge

Communication skills

Autonomy

Problem solving

Education

Bachelor's or Master's in Engineering

Job description

Product Support Representative (PSR)

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.

Primary Responsibilities

• 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

Strategic Feedback and Continuous Improvement

• Act as a bridge between airline customers and internal teams
• 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
• 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, and 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

• 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

Equal Employment Opportunity

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.

Company: Skywise Canada Inc. Contract Type: Permanent Experience Level: Professional Job Family: Digital