Customer Success Engineer, Space Services

We are growing our team and looking for someone passionate about customer service to be a technical bridge between our internal technical teams and the customer. 

As a Space Services Customer Success Engineer, you will be responsible for providing technical support to Space Services customers during the operations phase of a program or mission. You will provide support for customers and Spire Program Managers through your insight into the technical details of Spire's satellites, customer payloads, and spacecraft & payload operations systems.

You are also responsible for ensuring that the Service Level Agreement (SLA) agreed with the customer is met. As this is a customer-facing role, you will directly interface with representatives with customer teams and will be responsible for documenting and communicating essential information as well as leading discussions or initiatives to drive desired outcomes and conclusions.

Responsibilities of your role: 

• Act as the primary point of contact for customers whose satellites are on operations.
• Develop working knowledge of Spire satellites, payloads, and operations systems to assist customers in addressing and resolving operational needs, escalating to and working with Spire technical teams and subject matter experts as require.
• Develop Service Level Agreement (SLA) monitoring strategy and implement into Spire monitoring systems.
• Monitor general on-orbit performance against Service Level Agreements (SLAs) of customer satellite(s) and payloads for Space Services missions.
• Proactively communicate to relevant stakeholders when events (e.g. outages or anomalies) impact the customer mission and take ownership of mitigation and resolution of issues accordingly Ï Provide detailed technical information (system logs, operational parameters, environment observations, etc) for customer-impacting events.
• Develop and maintain customer-facing documentation required to support missions.
• Take ownership of customer issue resolutions until the customer impact is eliminated or until it is determined that the issue cannot or will not be resolved. Ï Monitor general on-orbit performance of customer satellite(s) and payloads.

Basic qualifications/Experience: 

• Experience with spacecraft operations or space environments
• Experience providing technical support and troubleshooting complex issues
• Must hold full U.S. Citizenship
• Proficiency with scripting in a software language such as Python
• Strong data analysis skills (statistics, hypothesis testing, data visualization)
• Experience with GitHub and/or software configuration management systems
• Strong English language verbal and written communications

Preferred qualifications:

• Knowledge of satellite bus system operations such as Electrical Power Systems (EPS), Attitude Determination and Control Systems (ADCS) or Communications Systems
• Experience supporting customers with APIs or other software-based service interfaces.
• Experience writing issue-tickets and discrepancy reports.
• Experience in process automation, from design to software development
• Experience in systems engineering, design, implementation, verification, and operation
• Experience working in cross-disciplinary teams or program management.
• An understanding of Linux to relevant user experience
• Ability to work independently, and collaboratively as the situation requires.
• Flexible and calm in the face of ambiguity and issues Spire is Global and our success draws upon the diverse viewpoints, skills and experiences of our employees.

Spire operates a hybrid work model and this position will require you to work a minimum of 3 days onsite in our DC office. 

Access to US export-controlled software and/or technology may also be required.

The anticipated base salary range for this position is $90k to $130k. Final base salary for this role will be based on the location, skills, experience, and qualifications. In addition to base compensation, this role is eligible for annual equity awards and our employee benefits program, including vacation, sick, and personal time off; optional medical, dental, vision, life, and disability coverage; a 401(K) plan; health and wellness reimbursement program; and participation in Spire’s Employee Stock Purchase Plan._#LI-MK1