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.

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Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com.

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.