Product Support Representative - EMEA Region - Skywise Core

Job Description

Job Description:

Summary

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.

Primary Responsibilities

1. Solution Deployment & Integration

• 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.
  

2. In-Service Support & Optimization

• 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.
  

3. Strategic Feedback & Continuous Improvement

• 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.
  

Qualifications & Skills

Education & Experience

• Degree: Bachelor’s or Master’s in Engineering (Aircraft Design/Ops), Computer Science, IT, or equivalent technical experience.
  
• 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 the ability to translate complex technical concepts for pilots, dispatchers, and maintenance crews.
  
• 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:

• Stable, full-time employment contract
  
• 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)
  

Selection and Hiring Commitment

We thank all applicants for applying. Only selected applicants will be contacted.

NAVBLUE 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.

NAVBLUE Gdansk is operating within the Airbus Helicopters Polska Structure.

At Airbus Helicopters Polska sp. z o.o. Gdańsk Plant, the "Internal procedure for reporting legal violations and taking follow-up actions at Airbus Helicopters Polska sp. z o.o. Gdańsk Plant" is in effect. This procedure was introduced in accordance with the Act of June 14, 2024, on the protection of whistleblowers (Journal of Laws of 2024, item 928). In the event of any detected violations, whistleblowers can submit reports to the following email address: talent@navblue.aero.

Sustainability at NAVBLUE

At NAVBLUE, we recognize that aviation’s innovation must be matched by environmental responsibility. As a digital leader, we provide immediate, actionable solutions to optimize airline operations and drive decarbonization today. Sustainability is not just a goal, but a prerequisite for our growth; it is central to our 2030 strategy to become the industry reference for integrity and stewardship. By joining us, you will play a direct role in this transformation, ensuring the future of air transport is as responsible as it is innovative.

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.

Company:
Airbus Helicopters Polska Sp. z o.o.

Employment Type:
Permanent
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Experience Level:
Professional

Job Family:
Customer Eng.&Technical Support&Services

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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.