ALL.SPACE

Customer Support

• Serve as the primary post-sales interface and trusted advocate for ALL.SPACE customers, ensuring seamless onboarding, integration, and in-life support.
• Proactively manage customer relationships, minimize escalations, and drive service excellence in the UK and Europe.
• Act as the primary point of contact for post-sales customer engagement.
• Build and nurture long-term relationships through onboarding, order fulfilment, demonstrations, integration, and ongoing support.
• Champion customer needs and issues across internal teams, ensuring alignment and resolution.
• Lead on-site fault analysis and troubleshooting of ALL.SPACE antennas.
• Carry out in-field release updates and routine maintenance.
• Collect and analyze field failures and abnormalities and provide feedback to the development team.
• Proactively manage customer expectations and service performance to minimize escalations.
• Lead customer demonstrations and extended service field trials to validate customer success factors.
• Deliver customer training modules covering installation, operation, and maintenance.
• Support technical integration and ensure alignment with customer success criteria.
• Manage the customer satisfaction program, gather insights and drive service improvements.
• Lead continual service improvement (CSI) initiatives based on customer feedback and performance data.
• Lead regular customer reviews.

Customer Support Manager

Content Writer

• Understand the overall system architecture and functionality, specifically the end-to-end system design and interfaces
• Work with product managers, product marketing, and engineers to produce and maintain world-class customer documentation, including: User Manuals, Integration Guides, Installation Manuals, on platform documentation (tooltips, welcome instructions, etc.)
• Create and maintain technical documentation including system specifications, interface control documents (ICDs), test procedures, and white papers
• Translate engineering concepts into accessible content for technical and non-technical audiences
• Gather customer feedback on documentation to improve usability, and communicate that feedback to engineering
• Work closely with engineers to capture design intent, operational procedures, and troubleshooting guides
• Manage version control and ensure documentation is up-to-date and aligned with system changes
• Create Requirements documents for new functions and features
• Create CONOPS (concept of operations) documents that explain and illustrate new functionality and its integration within the overall system
• Publish, arrange the review of, and gain agreement on system requirements documents and CONOPS, receiving input from and achieving alignment with cross-functional stakeholders as relevant
• Identify any regulations or standards needed for regulatory, compliance or certification purposes and analyse applicability captured in a compliance matrix
• Ensure that any necessary work is captured in requirements, creating any new requirements as needed
• Support Service Delivery, for instance in the training of support staff on the new features

Technical Systems Writer

Backend Engineer

• We are looking for world class talent to join our high-performing team working on cutting edge technology in the satellite communications industry. The successful candidate will contribute to delivering the validation and calibration systems for ALL.SPACE’s electronically steered satellite ground terminals. This position will be within the Production Engineering Software team and will collaborate closely with other ALL.SPACE teams to implement the necessary software to meet product requirements. This role will contribute to the detailed design of RF testing and calibration software as well as handson coding tasks, including the implementation and test of new code and the maintenance and upgrades to existing code. A strong understanding of Python development and Python based applications is required. The role involves working closely with the users of the system. A successful candidate will be confident engaging with users, gathering their feedback and evolving the system software to better meet their needs. The Software Engineer is expected to bring creativity and problem-solving capability to search for new solutions in the design, testing, control, and production of a cost-effective, high-performance satcom terminal. At least 2 years of industry experience is required. Essential Job Duties & Responsibilities: Design, implementation, and testing of software features in Python Translate requirements into a detailed design that is functional and efficient. Employ good practices to ensure appropriate quality, modifiability, extensibility etc. High quality software development, including design, implementation, hardware interaction, testing, and release. Usage of testing automation tools. Interaction with the RF Testing team and other engineering disciplines to jointly optimize and verify the overall system performance.

Customer Support Manager

Technical Systems Writer

Software Engineer, Python