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Customer Support Specialist

2 months ago

Glasgow, Glasgow City, United Kingdom Spire Global, Inc. Full time
About the Role

Spire Global, Inc. is a leading provider of maritime data and analytics solutions. We are seeking a highly skilled Customer Support Engineer to join our team and provide exceptional support to our customers in the EMEA and APAC regions.

Key Responsibilities
  • Customer Onboarding and Support: Onboard new customers, respond to their questions, and replicate their issues to ensure a seamless experience.
  • Knowledge Base and Developer Portal: Maintain and add content to our knowledge base and developer portal to empower customers to find answers quickly.
  • Customer Training and Onboarding Tools: Develop and implement customer training and onboarding tools to enhance the customer experience.
  • Data Analysis and Insights: Analyze our global maritime data to provide valuable insights to our sales and product teams, helping them identify new business opportunities.
  • Critical Product Issues: Identify and own critical product issues that impact customers, working closely with our data services team to resolve them.
  • Feature Requests: Gather and prioritize feature requests from customers to inform our product development roadmap.
  • Client Communications: Respond to client communications within established KPIs and SLAs, ensuring timely and effective support.
Requirements
  • Technical Expertise: 3+ years of experience in a customer-facing technical support role, with a strong understanding of SaaS applications, APIs, data processing, and scripting languages (Bash, Python).
  • Industry Knowledge: 1+ year of experience working with AIS data and maritime tracking systems, as well as commercial experience in the maritime domain.
  • Soft Skills: Excellent communication and problem-solving skills, with the ability to work in a fast-paced environment and prioritize multiple tasks.
  • Education: Bachelor's degree or higher in computer science or a related field.