SKYWISE - Product Support Representative - AMER - Command+

Location: Waterloo, Canada; hybrid working environment with 3 days in the office

Company

hirify.global develops Skywise digital solutions for airlines and the wider aerospace industry, including flight operations, crew planning, digital maintenance, ground operations, and predictive insights.

What you will do

• Deploy and integrate Command+ digital solutions, including data and workflow scoping, data mapping, configuration, and customer readiness activities.
• Deliver customer training and support User Acceptance Testing, including analysis and resolution of technical queries.
• Support the transition into service and contribute to complex customer requests across L1, L2, and L3 support teams.
• Manage customer backlogs, follow up on outstanding tickets, participate in on-call rotations, and act as a bridge between airline customers and internal teams.
• Conduct customer health checks, propose engagement plans, and support their execution when deeper customer involvement is required.
• Consolidate customer feedback, identify process improvements, and contribute to product demonstrations, knowledge-base content, and technical documentation.

Requirements

• Bachelor’s or Master’s degree in Engineering, Computer Science, IT, or equivalent technical experience.
• At least 4 years of professional experience in customer-facing technical support or implementation.
• Experience identifying, reproducing, and resolving technical issues in complex SaaS workflows and logs.
• Familiarity with Big Data, AI, databases, or web technologies.
• Knowledge of airline maintenance, engineering, flight operations, technical operations, and relevant regulatory frameworks is advantageous.
• Fluent English, written and verbal, is required, with the ability to communicate with technical and non-technical users.

Culture & Benefits

• Hybrid work with flexible hours, summer core hours, and a strong work-life balance.
• 15–25 vacation days, sick and personal days, Christmas shutdown, and a professional development day.
• Competitive group benefits, mental health support, life insurance, maternity and paternity benefits, and RRSP matching.
• Training and development support, monthly lunch-and-learns, fitness and wellness reimbursement, and an employee share scheme.
• Free parking, casual dress code, social and volunteer events, an inclusion and diversity committee, and access to a flight simulator.

Hiring process

• Only selected applicants will be contacted.
• Accommodation is available on request throughout the recruitment and selection process.