Product Support Representative

About the role

The Product Support Representative for Core X acts as the primary technical interface with airline customers, deploying digital solutions and ensuring smooth operations. Working closely with the Customer Success Manager, the role involves on‑site visits, training delivery, and ongoing support for Core X Skywise Digital Solutions.

Key responsibilities

• Deploy Core X Skywise Digital Solutions, covering data & workflow scoping, data mapping, configuration, and customer training.
• Support user acceptance testing, resolve technical queries, and manage the transition to the in‑service phase.
• Provide L1/L2/L3 support, manage customer backlog, conduct health‑checks and execute engagement plans.
• Participate in on‑call rotations and act as a bridge between airline customers and internal teams.

Required profile

• Minimum 4 years of experience in aeronautical or data‑analytics environments with direct customer support.
• Excellent written and verbal communication skills for both technical and non‑technical audiences.
• Strong problem‑solving ability and capacity to make quick, accurate decisions during disruptions.
• Proactive, autonomous attitude with a continuous‑improvement mindset.

Required skills

• Big Data concepts and tools.
• Artificial Intelligence fundamentals.
• SaaS product knowledge and troubleshooting.
• Ticketing and project‑management software proficiency.
• Database and web‑technology familiarity.