SKYWISE - Customer Support Specialist - AMER - Contract

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.

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.

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