Customer Support Specialist

About Capella Space

Capella Space is a pioneer in Synthetic Aperture Radar (SAR) satellite technology and space-based signal intelligence. We empower government, commercial, and research organizations around the world with high-resolution, timely Earth insights that drive better decisions - across defense and intelligence, disaster response, infrastructure monitoring, environmental protection, energy, and more.

As a U.S.-based company, Capella designs, builds, and operates an advanced constellation of commercial SAR satellites in orbit today. Our satellites are backed by a fully automated tasking, collection, and delivery platform, delivering fast, reliable insights when and where our customers need them most. As a subsidiary of IonQ, a global leader in quantum computing, Capella is charting the future of Earth observation. Together, we’re on a mission to bring quantum computing to space - unlocking ultra-secure, encrypted uplink and downlink capabilities, reducing latency, and enabling powerful on-orbit analytics. This visionary integration of advanced remote sensing and quantum technology will support customers with the highest level of data fidelity, security, and speed.

Capella was named one of Fast Company’s 10 Most Innovative Companies in Space in 2023 and is a trusted partner of the U.S. Space Force, U.S. Air Force, U.S. Navy, NASA, the National Reconnaissance Office, and allied government agencies worldwide. Built In recognized IonQ on three of its 2025 Best Places to Work lists.

What Makes Capella Unique?

At Capella, we don’t just imagine what’s possible - we build it. We’re a mission-driven team fueled by curiosity, grit, and a shared commitment to redefining the limits of space innovation. Our environment is fast paced, rooted in humble collaboration. Every team member plays a critical role in shaping the future of our technology and our industry. If you're ready to roll up your sleeves and help solve problems that others call impossible—we're the place for you. We believe great ideas can come from anywhere, and we thrive on diverse perspectives that help us move faster, think deeper, and push the boundaries of innovation. Whether you're new to the space industry or a seasoned expert, you'll find a team that values creativity, integrity, and bold thinking. Join us as we build the future of SAR—and take quantum to space.

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 Mission Solutions team reporting to the Senior Mission Solutions Director. 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

• Troubleshoot and resolve Tier 1 customer issues; escalate complex cases to Engineering/Product teams and track resolution.
• Document troubleshooting steps and contribute to knowledge base updates.
• Guide new customers through account setup and onboarding.
• Deliver polished customer service through email, virtual meetings, video recordings, and occasional phone calls.
• Build strong relationships with customers and internal stakeholders, embodying company core values in every interaction.
• Share recurring issues and customer feedback with Product and Customer Success teams to improve the customer experience.
• Support Business Development, Product, Customer Success, and other internal teams across the customer journey.
• Participate in a weekly on-call rotation (approx. once per month, including nights, weekends, and holidays).
• Learn and develop expertise in Capella products and systems, as well as third-party applications (Console, Bruno, Hubspot, CLI, AWS Snowflake, Jupyter Notebooks, GIS tools).
• Maintain exceptional attention to detail in all communications and deliverables.

Preferred Experience

• Experience with remotely-sensed imagery and data products, SAR a bonus
• Experience in customer support in a technical DaaS or SaaS role
• Minimum 2 years of experience in external customer focused roles
• Undergraduate degree or technical cer