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Customer Support Engineer

Spire, Luxembourg, Glasgow, UK (remote)

Live Better


Spire Global is a space-to-cloud analytics company that owns and operates the largest multi-purpose constellation of satellites. Its proprietary data and algorithms provide the most advanced maritime, aviation, and weather tracking in the world. In addition to its constellation, Spire’s data infrastructure includes a global ground station network and 24/7 operations that provide real-time global coverage of every point on Earth.

Requisition Description

As a Customer Support Engineer (CSE), you will offer support for the EMEA and APAC region on behalf of Spire's maritime products. Successful candidates will have a good balance of experience with SaaS applications, APIs, data processing and providing onboarding and support to customers.

The Role:

  • Onboard our customers. Support them by responding to their questions and replicating their issues. Empower them to get answers quickly by maintaining and adding content to our knowledge base and developer portal.
  • Customer training and onboarding tools
  • Survey and analyze our global maritime data to help sales and product teams reach out to potential customers.
  • Identify and own critical product issues that impact customers and work with data services to resolve them.
  • Raise desired feature requests from customers for future development.
  • Respond to client communications within team KPI
  • Respond to client support tickets and resolve within team KPI

Basic Qualifications:

  • 3+ years of experience in a customer-facing technical support role
  • 1+ years using REST APIs programmatically, testing and pulling data
  • 2+ years replicating and resolving customer technical issues
  • 1 year+ writing scripts in Bash or similar scripting. 
  • 1 year + writing programs in Python, including exchanging data from APIs.
  • Data analysis and reporting
  • 1 year+ 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 another science.

Preferred Qualifications 

  • Experience with AIS data and maritime tracking systems or similar.
  • Commercial experience of 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 visualisation of high volume locational data.

Spire is Global and our success draws upon the diverse viewpoints, skills and experiences of our employees. We are proud to be an equal opportunity employer and are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or veteran status.

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About Spire

Our mission is to give every person the power to control their own mental and physical health by capturing realtime bio-signals and making the data useful and actionable. We are the recognized market leader in continuous respiration sensing, real-time interventions, and actionable feedback. Our Spire Stone product is sold in Apple Stores globally, we’ve received over 1200 five-star Amazon reviews, and we’re recommended by thousands of health professionals worldwide. Our platform processes over 20 billion data-points per day and our reach extends across the globe. Having experienced continuous growth since launch, we continue to invest in extending the breadth and scope of the outcomes our technology can deliver. We are currently working with partners across a range of mental and physical health conditions such as sleep, asthma, COPD, respiratory depression, and more. We are a small, diverse team dedicated to providing easy ways for people to improve their health. Our team includes leaders in hardware and software engineering, algorithms, marketing, healthcare, and operations from four different continents.

Spire

Want to learn more about Spire? Visit Spire's website.