Customer Support Engineer (m/f/x)

Job description

UP42 is changing the way geospatial data is accessed and analysed. The developer platform and marketplace bring together multiple sources of data such as satellite imagery, weather data, and more—with algorithms to identify objects, detect change, and find patterns. Industry leaders use UP42 to inform business decisions and build scalable customer solutions.

We are looking for a Customer Support Engineer (m/f/x) to join our motivated team in Berlin.

About the role:

  • Provide support to UP42 customers taking ownership for customer issues, from reporting through to resolution

  • Provide direct input on delivering customer projects and onboarding, including both data & analytics projects as well as new implementations

  • Monitor all assigned cases and update all activities on company systems

  • Analyse customer issues and develop necessary actions to ensure an optimal level of customer satisfaction and provide appropriate support for the same

  • Cooperate with different teams to ensure timely delivery of customer requests

  • Manage all customer issues related to remote sensing imagery projects and if required escalate them to required departments

  • Maintain accurate customer documents and reports for all issues and resolutions

  • Oversee customer support quality and create improvement plans

  • Analyze how the company’s audience is using support documentation in order to quantify opportunities for customer improvement

Job requirements

About you:

  • Proven experience in a similar role combining technical expertise with customer service

  • Experience with APIs, Postman, Bash scripting, GNU Make

  • Geospatial experience (ArcGIS, QGIS, GDAL) is a plus

  • Knowledge of Python

  • Knowledge of Docker containers

  • Excellent problem solving and communication skills

  • Ability to provide step-by-step technical help, both written and verbal

  • Experience in writing product and service related technical documentation

  • Fluency in English is a must, German is a plus

About us:

  • The chance to shape the state of the art geospatial processing platform and create a completely new planetary perspective
  • Nice office with everything you need to enjoy your work in the heart of Kreuzberg
  • Inspiring international team, fun and productive environment
  • Competitive salary package and other great benefits
  • Regular team events, team updates and get-to-gathers
  • Development budget: we help you grow and you grow UP42!
  • Challenges, space for creativity and taking ownership

Does this sound like a good next step into your geospatial career? If so, we look forward to receiving your application in English.

Our culture is one of belonging, where everyone feels welcome and where differences are celebrated. We seek to recruit the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background and/or belief—and strongly encourage people from underrepresented groups to apply. We also value more than the skills and experiences outlined in this job description. Even if you think you only fill 60% of the requirements for this role - we would still like to consider your application.