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Product Support Representative - Skywise Core

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Airbus

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Location:
Poland , Gdansk

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Category:
IT - Administration

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Contract Type:
Employment contract

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Salary:

Not provided
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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)

Additional Information:

Job Posted:
February 19, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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