Product Support Representative

• *Job Description:**
• Summary*

The Product Support Representative (Skywise Core X) 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 Skywise Core X on-boarding (Data & Workflow scoping phase, Prerequisites, data mapping preparation, ...)
• Organize and follow the Skywise Core on-boarding with Partners.
• Validate the quality of data shared by the Airline
• Support the transition to In-Service phase, with knowledge transfer to the Support team
• Support the delivery & follow-up of the Skywise Core X offer
• Ensure that deliverables are in line with the contractual terms (cost, time, quality).
• Conduct comprehensive customer training and ensure a seamless transition to the 'In-Service' phase through diligent knowledge transfer.
• Contribute to Sales activities (CSD, Central and Region Sales teams) during contract signature phase, under the lead of Sales & Marketing team
• 2. In-Service Support & Optimization*
• Supporting customers during in-service phase (Ensure that the End to End Support Model is well executed)
• Provide advanced (L2/L3) technical support for complex customer requests and manage the resolution backlog.
• Be the frontline contact with our customers: they transform Skywise Core from contract to reality in the airline or MRO.
• 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. Assist airlines and MRO to get the most of Skywise Core.
• 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.
• 3. Strategic Feedback & Continuous Improvement*
• Act as the 'Voice of the Customer', synthesizing regional feedback for Product Management to influence the future roadmap (gather data and intelligence to improve Skywise product and organization)
• 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.
• Identify new opportunities of Premium or Digital Services and communicate accordingly to Sales & Marketing team
• Report progress, status and risks about Skywise Core deployment and usage to Skywise management
• Ensure the Skywise Ontology continuous enrichment for Customers (Airlines, MRO, Airbus Business Exparts) (usage exemples: Reliability reports, Fuel Ontology, Load Sheet etc...)
• 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:**
• * Work-Life Balance & Flexibility *
• Flexible working hours with a hybrid model (3 days per week in our Blagnac office).
• 25 annual paid leave days + Collective and individual JRTT (proportional to working time).
• A 6th week of paid leave (proportional to working time).
• Generous 12-day 'family reason absence package.'
• * Family & Health Support *
• 5 additional full-pay days for maternity, paternity, and adoption leave.
• Comprehensive Health Insurance plan.
• 3 extra paid annual leave days for employees with RQTH status.
• * Financial Wellbeing & Savings *
• Success sharing (intéressement) and profit sharing (participation) schemes.
• Monthly seniority bonus for all employees with 3+ years of service.
• Access to Airbus Group saving plans (PEG) including investment in Airbus shares after 3+ months of service.
• Access to a TSA (Time Saving Account)
• Collective and Mandatory Retirement Savings Plans (PERCOL and PERO).
• * On-site & Other Perks *
• Several catering options for lunch (canteens, food trucks, bakeries, etc.).
• Staff councils (CSE) offer various social, cultural, and sports activities/services.
• Navette (shuttle) service.
• Training and development opportunities to support your career growth
• *Recruitment Roadmap:**
• A 30-minute interview with HR.
• A 1-hour interview with the hiring manager.
• A final interview with the HR Business Partner.
• Offer.
• *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. ***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:****

NAVBLUE SAS

*Contract Type:* Permanent ----- Classe Emploi (France): Classe G13 *Experience…