SKYWISE - Product Support Representative - EMEA Region - Fleet Performance (Aviation SaaS)

Location: Toulouse Area, France; hybrid model with 3 days per week in the Blagnac office; 10–20% travel, including customer on-site visits.

Company

hirify.global is an Airbus-owned digital services company delivering integrated solutions for planning and operations control, flight, technical, and ground operations.

What you will do

• Deploy Fleet Performance digital solutions and predictive models, including data and workflow scoping, prerequisites, data mapping, sourcing, consolidation, and configuration.
• Deliver customer training, support User Acceptance Testing, resolve technical queries, and manage the transition to in-service support.
• Answer customer queries on time and to quality, contribute to complex requests across L1/L2/L3 teams, manage backlogs, and participate in on-call rotations.
• Conduct customer health checks, propose and execute engagement plans, and act as a bridge between airline customers and internal teams.
• Consolidate regional Customer Voice feedback, prioritize Fleet Performance queries and pain points, and provide input to Product Support management.
• Identify process improvements and support product demonstrations, knowledge-base maintenance, and training-content development.

Requirements

• Master’s degree in Aircraft Design, Aircraft Operations, IT, Computer Science, or equivalent experience.
• At least 5 years of professional experience.
• Knowledge of Aircraft Maintenance Systems and Maintenance Operations.
• Previous customer-support experience involving internal or external customers.
• Excellent fluent written and spoken English, with the ability to communicate concise, structured instructions to technical and non-technical users, including pilots, dispatchers, maintenance crews, and engineering teams.
• Ability to conduct customer training and contribute to customer-facing technical documentation and knowledge-base articles.
• Strong proven problem-solving skills, including making quick and accurate decisions during disruptions.
• Multitasking, attention to detail, time management, prioritization, autonomy, proactivity, self-confidence, and a continuous-improvement mindset.

Nice to have

• Experience in data analytics, data science, or digitalization.
• Strong technical and SaaS proficiency, including identifying, reproducing, diagnosing, and resolving application problems, analyzing logs, and understanding system workflows.
• Proficiency with ticketing, project-management, and general business tools.
• Knowledge of databases, web technologies, Big Data, and Artificial Intelligence.
• Understanding of airline maintenance, engineering, flight operations, and technical operations.
• Basic knowledge of relevant aviation regulations.
• Additional languages.

Culture & Benefits

• Flexible working hours and a hybrid working model.
• 25 annual paid leave days, JRTT days, a sixth week of paid leave, and a family-reason absence package.
• Health insurance, additional fully paid maternity, paternity, and adoption leave, and extra leave for employees with RQTH status.
• Success sharing, profit sharing, seniority bonus, Airbus savings plans, time-saving account, and retirement savings plans.
• On-site catering, staff council social and sports services, shuttle service, and training and development opportunities.