Customer Support Specialist

Capella Space stands at the forefront of synthetic aperture radar (SAR) satellite technology and signal intelligence. We provide customers in governments, academia, and commercial sectors with reliable information that enables unparalleled understanding of the world. Our mission is centered on delivering timely and reliable Earth imagery, supporting diverse applications in defense & intelligence, disaster response, energy, environmental monitoring and more. Utilizing cutting-edge technology, Capella Space designs, manufactures and operates an advanced constellation of SAR imaging satellites. Our market-leading SAR satellites are complemented by an unmatched data infrastructure and automated ordering and delivery platform for fast, reliable insights where and when customers need it most. 

Recognized for our technological prowess, Capella Space was honored as one of the 10 most innovative companies in Space in 2023 by FASTCOMPANY. Capella Space is an internationally trusted Earth Observation data provider, working closely with the U.S. Space Systems Command, U.S. Space Force, NASA, U.S. Air Force, U.S. Navy, U.S. National Reconnaissance Office, the Canadian Government and more to make unclassified, high-resolution SAR data more accessible.  

What Makes Capella Unique?

Capella Space is a highly collaborative team environment, providing an opportunity to work with some of the brightest minds in the space industry, though no prior space experience is needed.  We’re looking for people excited about tackling seemingly impossible challenges, learning new skills and concepts, and helping each other achieve success. Our mission and our products are meant to understand the whole world and help everyone in it - regardless of race, creed, or any other distinction. We encourage you to bring your unique perspective to help make us stronger, including applications from those who are traditionally underrepresented in tech. 

About the Role 

Capella is seeking a team member to join our growing Customer Support team. As a Customer Support Specialist, you are part of the Customer Success team reporting to the Senior Customer Support Manager. As our customers’ first point of contact, you will help them to resolve questions about order placement and tasking requests, system functions and account issues, and other Tier 1 support needs. You will also coordinate closely with many other teams within Capella to investigate and resolve more complex issues. Customer Support Specialists will learn deep system and product knowledge at Capella through hands-on problem solving. This position requires rotating on-call support on nights, weekends, and holidays.

Role Responsibilities 

• Expected to work in tri-weekly on-call rotation
• Ability to learn, establish proficiency with Capella products and systems, as well as 3rd party systems and applications we utilize in our day-to-day roles such as Console, Postman (API), Zendesk, Sales Force, Command Line Interface (CLI), AWS Snowflake, and occasional GIS tools
• Possesses polished customer service skillsets for interacting with customers via email, video recordings, virtual meetings, and occasionally over the phone
• Builds positive relationships with customers and internal stakeholders through professional and routine interactions embodying company core values
• Works to achieve a high level of expertise in Capella products and systems; leverages this as a Subject-Matter Expertise to assist customers and internal parties in resolving issues
• Supports Sales, Product, and other internal parties in ensuring Capella’s customers have access to assistance in every stage of the customer journey
• Maintains acute attention to detail in all communications
• Self-starter attitude with the ability to thrive as a team member, as well as independently

Preferred Experience

• Experience with remotely-sensed imagery and data products
• Experience in customer support in a technical DaaS or SaaS role
• Minimum 5+ years of experience in external customer focused roles
• Undergraduate degree or technical certification in Geography, GIS, or Remote Sensing Technology preferred

Required Qualifications

• To conform to U.S. Government space technology export regulations, including the International Traffic in Arms Regulations (ITAR), Capella Employees must be a U.S. citizen, lawful U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum, or be eligible to obtain the required authorizations from the U.S. Department of State and/or the U