Customer Support Specialist

Capella Space

full-time

Posted on: 9/17/2025

Origin: • 🇺🇸 United States

✨ AI Apply

💰 $58,400 - $73,000 per year

JuniorMid-Level

AWSRemote Sensing

About the role

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.

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 certification in Geography, GIS, or Remote Sensing Technology preferred
To conform to U.S. Government space technology export 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.S. Department of Commerce, as applicable.
Ability to troubleshoot and resolve Tier 1 customer issues and escalate complex cases to Engineering/Product teams
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
Experience with Console, Bruno, Hubspot, CLI, AWS Snowflake, Jupyter Notebooks, GIS tools
Ability to participate in rotating on-call support on nights, weekends, and holidays (approx. once per month)