SKYWISE - Product Support Representative - AMER - Command+

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. The Command+ suite of products includes Skywise’s airline planning and controlling digital solutions: N-FP, N-OC, N-PBS, and N-Tracking

Primary Responsibilities

Solution Deployment and Integration

• The Product Support Representative is fully responsible for all technical activities required to successfully deploy Command+ Digital Solutions. This may include Customer stakeholder management and steering activities required on the customer side. These tasks usually fall into the following main families:
• 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
• Act as a bridge between airline customers and internal teams

Strategic Feedback and Continuous Improvement

• 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.

Continuous Improvement and Other Activities

• 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
• 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