Product Support Representative EMEA Skywise Core

Job Summary:

Aviation. It connects our world, brings people together, provides opportunities, accelerates economic growth, and is just so very cool!

Come work for NAVBLUE, a leading services company owned by Airbus, dedicated to Flight Operations, Air Traffic Management solutions and services for airlines, airports, and Air Navigation Service Providers (ANSPs). We combine aircraft manufacturer expertise, flight operations know-how, and agile development to enhance operational efficiency, optimize resources, and increase productivity for a safe and sustainable aviation future. Our global teams deliver a reliable, optimum, and customized user experience to more than 500 customers worldwide.

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.

Main 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.

We offer: 

• Hybrid work environment with up to 2 days working from home weekly

• Stable employment based on a full-time job contract

• International working environment in a dynamic company 

• Access to the latest knowledge and technologies enabling professional development 

• Training and development possibilities 

• Participating in international projects and international trips 

• Competitive salary dependent on experience and qualifications

• Flexible working hours and work-from-home opportunities 

• Private medical coverage for you and your family 

• Sport card 

• Life insurance for you and your family

• Co-funding for meals

• Employee stock ownership plan

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 is operating within the Airbus Helicopters Polska Structure.

About Us:

NAVBLUE, an Airbus Company, is a leading global provider of flight operations solutions, including aeronautical charts, navigation data solutions, flight planning, aircraft performance software (take-off/landing, weight and balance), and crew planning solutions. You’ll be able to shape the future of the digital aviation industry by working on several of the best in the industry flagship products enabling pilots, dispatchers, flight engineers and other aviation personnel on a daily basis to deliver safe, efficient, and reliable flight operations all over the world. You’ll have the opportunity to support millions of flights each year and help NAVBLUE customers maximize efficiency, reduce costs, ensure compliance with complex national and international safety regulations, and effectively deliver their services.

You’ll join a team with a focus on digital and collaborative innovation that is passionate and customer-focused. Over the last few years, Airbus has been supportive of various initiatives such as Going Digital, Performance Based Navigation Services, Air Traffic Management Modernization Programs, FlySmart on iOS and other digital projects related to new aircraft technologies; the launch of NAVBLUE was therefore a natural step to further develop its Flight Operations and Air Traffic Management Portfolio. 

NAVBLUE is a fully owned subsidiary of Services by Airbus, fueled by the agility of Airbus ProSky and Navtech (acquired in 2016), and the pioneering spirit of Airbus, NAVBLUE was created in July 2016 with one mission: lead aviation into the digital age. 

Airbus and all subsidiaries, including NAVBLUE are proud to have been recognized as a Global Top Employer for 2025. Based on eight criteria: physical workplace, work atmosphere and social, health financial and family benefits, vacation and time off, employee communication, performance manager, training and skills development and community involvement. It was determined that we offer some of the most progressive and forward-thinking programs within the area. This achievement reflects our commitment to nurturing and empowering our people to reach their full potential. We’re grateful to our people, whose dedication and collaboration make this possible.

NAVBLUE is based in Addlestone (UK), Cardiff (UK), Toulouse (France), Waterloo, ON (Canada), Bangkok (Thailand) and Gdańsk (Poland) with other offices all around the world.

The Future is Yours for the Taking:  https://youtu.be/vdY6gYuceYY