Training Product Support Engineer

Overview

Act as a technical bridge between customer support, product management and core engineering teams for Airbus training products, diagnosing software issues and contributing to product reliability across Cabin, Flight, Maintenance and Structure training domains.

What you'll do

• Support the deployment, evolution and upgrades of training products in all training domains.
• Ensure the integrity of Airbus training products delivered to Airbus Training Centers, Partners and Customers.
• Resolve training product support requests and incidents from internal and external users.
• Coordinate stakeholders across training centers, business domains, product development, sales and marketing, quality and customers.
• Support training product validation, product communication management and customer feedback consolidation.
• Coordinate with stakeholders to contribute to overall customer satisfaction.
• Act as the focal point for required training products across the training organization, Airbus Digital, Skywise support teams and subcontractors.
• Administer the cloud platform used to manage Airbus training product functionalities.
• Compile new training packages and delivery orders based on customer and internal needs.
• Administer online course contents and perform validation.
• Manage requests related to training product delivery, cloud platform access, course contents access and troubleshooting.
• Provide evolution and upgrade packages to internal and external customers.
• Optimize tools, documents and processes for product operation.
• Anticipate training product obsolescence risks and manage associated actions.
• Create and maintain documentation in line with Airbus processes.
• Ensure on-time delivery of necessary training product deliverables.
• Create, deliver and monitor KPIs and targets for support operation and performance management in adherence with Airbus processes and rules.
• Handle project management, operational support, worldwide support, and short- and long-term actions across different technologies and professions.
• Minimize customer and user disturbance following technical problems.
• Keep technical knowledge up to date across digital interfaces, software, hardware and training environments.

What you'll need

• A degree in science or engineering, especially Computer Science, Information Technology, Electronics or Data Analytics.
• 8 years and above of experience in technical or product support.
• Project management and organizational skills.
• Technical knowledge of cloud platform administration.
• Technical knowledge of IT software, hardware and network troubleshooting techniques.
• Technical knowledge of request management.
• Basic knowledge of AWS and any LMS platform.
• Team player and CAN DO attitude.
• Adaptability, autonomy, communication and coordination skills.
• Mastering workshop methodologies.
• English at negotiation level.
• Anticipation mindset, resistance to stress and flexibility.
• Awareness of potential compliance risks and commitment to act with integrity.

Nice to have

• Previous customer handling experience.
• Knowledge of Training Center operations (ATO/MTO).
• Experience understanding OEM (Original Equipment Manufacturer) processes.
• Knowledge of Airbus training products or solutions such as ACT Suite, Cabin Training Suite, e-training by Airbus, MATe suite, Smarter Classroom, MyTDS and Virtual Procedure Trainer.

Details

• Location: Bangalore Area.
• Employment type: Permanent.
• Working hours may need to be adapted in specific cases to the situation.