Customer Support Engineer

What You’ll Do:  

Spire is the unrivaled open ocean and shore coverage provider revolutionizing how​ maritime data is collected, analyzed, and delivered, to improve supply chain tracking​ and route optimization,​ insurance and compliance,​ commodity intelligence, environmental monitoring, and so much more. 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. 

• 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 KPIs and SLAs
• Respond to client support tickets and resolve within team KPIs and SLAs

Who You Are: 

You are an expert with SaaS applications, APIs, data processing and love to provide onboarding and continued support for your customers. You don’t shy away from challenging situations and you do whatever it takes to help and get your customers to the right spot.  

• 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.
• 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 visualization of high-volume locational data.