Technical Support Engineer

5 days ago

Glasgow, Glasgow City, United Kingdom Spire Full time

About the Role:

We are seeking a highly skilled Customer Support Specialist to join our team at Spire. As a key member of our support team, you will be responsible for providing exceptional support to our customers in the EMEA and APAC regions.

Key Responsibilities:

  • Onboard new customers and provide comprehensive support to ensure a seamless experience.
  • Respond to customer inquiries and resolve technical issues in a timely and professional manner.
  • Maintain and update our knowledge base and developer portal to empower customers to find answers quickly.
  • Collaborate with sales and product teams to identify opportunities and provide data-driven insights to inform product development.
  • Work closely with data services to resolve critical product issues that impact customers.
  • Develop and implement process improvements to enhance the overall customer experience.

Requirements:

  • 3+ years of experience in a customer-facing technical support role.
  • 1+ years of experience using REST APIs programmatically, testing, and pulling data.
  • 2+ years of experience replicating and resolving customer technical issues.
  • 1 year+ of experience writing scripts in Bash or similar scripting languages.
  • 1 year+ of experience writing programs in Python, including exchanging data from APIs.
  • Data analysis and reporting skills.
  • 1 year+ of experience with SQL query of databases, using multiple joins, groups, and aggregations.
  • Experience writing knowledge base articles or technical documentation.
  • Bachelor's degree or higher in computer science or a related field.
  • Experience with AIS data and maritime tracking systems or similar.
  • Commercial experience in the maritime domain.
  • Experience managing CRM or support platforms (Jira, SalesForce, Intercom, ZenDesk, etc.).
  • Experience with Google Cloud Platform and/or Amazon Web Services.
  • Experience with GRAPHQL.
  • Familiarity with Big Data analytics platforms (Redshift, BigQuery, etc.).
  • Experience defining and publishing product metrics for company dashboards.
  • Visualizing data via common data visualization/business intelligence tools (Tableau, Qlikview, etc.).
  • GIS visualization of high-volume locational data.

What We Offer:

  • A competitive salary and benefits package.
  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A comprehensive education assistance program.
  • A generous time-off policy.
  • A range of employee benefits, including health insurance, retirement plans, and more.

About Spire:

Spire is a space-to-cloud analytics company that owns and operates the largest multi-purpose constellation of satellites. Our proprietary data and algorithms provide the most advanced maritime, aviation, and weather tracking in the world. We are committed to equal employment opportunity and welcome diverse perspectives and experiences.

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