Technical Support Specialist

Simera Sense is a leading provider of Earth observation camera solutions for the global small satellite market. Committed to excellence and innovation, we deliver superior products and services to our worldwide customer base. Our Holdings Company is in Belgium, and our South African company is based in Somerset West.

Are you ready to elevate your career? Join the frontier of innovation in space technology We are seeking a dynamic and strategic Key Account and Contract Manager to play a vital role in shaping the future of commercial space operations. In this influential position, you will be central to managing critical client relationships and overseeing complex contracts that ensure mission success. If you thrive in a fast-paced, cutting-edge environment and have a passion for precision, collaboration, and innovation, we want to hear from you.

**Job Purpose**:
Provide first-line technical support for Simera Sense's optical payloads on CubeSats and microsatellites, ensuring customer success through timely issue resolution, clear communication, and well-maintained support documentation.

**Responsibilities**:

- Act as the first point of contact for customers using Simera Sense's optical payloads on CubeSats and microsatellites.
- Manage customer relationships, resolve technical queries, and ensure a seamless support experience from onboarding through to issue resolution.
- Triage incoming support requests and determine appropriate routing (e.g. documentation, internal escalation).
- Maintain clear records of issue status and resolution timelines.
- Contribute to and maintain customer-facing documentation, including FAQs, troubleshooting guides, and onboarding materials.
- Collaborate closely with internal teams to improve service delivery.
- Drive customer satisfaction and reinforce a customer-first culture in a fast-paced, innovation-driven environment.

**Required Qualifications**:
**Required Experience**:

- 1-2 years in a technical support or helpdesk role, ideally in a tech or aerospace environment.
- Experience handling customer queries and troubleshooting basic technical issues.
- Familiarity with ticketing and CRM systems (e.g. HubSpot, Zendesk, Jira Service Desk).
- Exposure to CubeSat payloads, imaging systems, or optical instrumentation is a plus.
- Understanding of basic telemetry concepts or payload commissioning workflows is beneficial.
- Experience interacting with customers or end-users in a technical capacity.
- Ability to explain technical concepts clearly and empathetically to non-expert users.
- Experience documenting support cases and contributing to FAQs or troubleshooting guides.
- Comfortable working with knowledge base tools or wikis to improve customer enablement.
- Experience working in remote or distributed teams.
- Strong written and verbal communication skills in English.

**Recommendations**:

- Experience in the aerospace or CubeSat sector, particularly with optical payloads or imaging systems.
- Familiarity with satellite payload commissioning or telemetry concepts is a plus.
- Basic understanding of optics, image data formats, or payload configuration workflows.
- Introductory scripting or automation skills (e.g. Python, Bash) for diagnostics or documentation tasks.
- Experience with CRM or support platforms (e.g. HubSpot, Zendesk, Jira Service Desk).
- Familiarity with knowledge base tools, wikis, or documentation platforms.
- Understanding of ticketing workflows and customer support metrics.
- Strong written communication skills for customer-facing documentation.
- Ability to simplify technical concepts for non-technical users.
- Experience contributing to FAQs, onboarding guides, or troubleshooting content.
- Awareness of data protection and export control considerations (e.g. GDPR, ITAR) in customer support contexts.

**Special requirement(s)**:

- Global Time Zone Coordination: Ability to work flexible hours to support customers across different time zones.
- Remote Work Readiness: Comfortable working independently in a remote-first environment with asynchronous communication.
- Data Sensitivity Awareness: Understanding of handling customer data in compliance with GDPR and export control regulations (e.g. ITAR).
- Language Proficiency: Strong written and verbal communication skills in English; additional languages are a plus but not required.
- Technical Onboarding Capability: Willingness to learn Simera Sense's payload systems and support tools during onboarding.

**What we offer**:

- The opportunity to work in the fast-growing space industry.
- Niche global market for optical payloads for microsatellites.
- Cutting-edge technology at your fingertips
- A competitive salary
- A friendly working environment.

**Ready to make an impact?