Partner Support Engineer

2 weeks ago

Cambridge, Ontario, Canada Spire Full time

Spire Global is a space-to-cloud analytics company that owns and operates the largest multi-purpose constellation of satellites. Its proprietary data and algorithms provide the most advanced maritime, aviation, and weather tracking in the world. In addition to its constellation, Spire's data infrastructure includes a global ground station network and 24/7 operations that provide real-time global coverage of every point on Earth.

Spire Global is deploying a new product line and service with an extended partner network and is looking for a support engineer to assist our partners with setting up and managing our products. The role requires a wide range of skills including direct communication with our partners, communication with our technical teams, first-line debugging and problem-solving support, logistics support, and occasional travel to partner sites.

This role requires a proactive and technically proficient individual with a strong customer focus and the ability to thrive in a dynamic and fast-paced environment. If you a have passion for technology and enjoy solving complex technical challenges, we invite you to join our team and contribute to the successful deployment of our network of devices.

Responsibilities:

Remote Assistance: Provide remote technical support to partners for the setup, configuration, and troubleshooting of complex electronic devices, including radiofrequency equipment, antennas, power supplies, and network connectivity. Diagnose and resolve technical issues encountered during the deployment phase, ensuring minimal downtime and optimal performance of deployed equipment. Maintain detailed documentation of remote support interactions, troubleshooting steps, and issue resolution. Generate comprehensive reports on remote deployment activities and technical challenges encountered. Develop and deliver remote training sessions for partner technicians on device installation, configuration, and basic troubleshooting procedures. Collaborate closely with cross-functional teams, including engineering, product management, and customer support, to address complex technical issues and optimize remote deployment processes. Provide occasional on-site support for partners.

Key Skills and Experience:

Proven experience in providing remote technical support for complex electronic systems or similar devices. Proficiency in utilizing remote access tools, diagnostic utilities, and collaboration platforms for effective remote troubleshooting. Ability to analyze complex technical problems remotely, identify root causes, and implement effective solutions with minimal on-site intervention. Strong troubleshooting and debugging skills are essential. Excellent verbal and written communication skills to interact effectively with partners remotely, convey technical information clearly, and document remote support interactions comprehensively. Aptitude for quickly learning and adapting to new technologies and tools. Ability to effectively troubleshoot hardware, software, and network-related issues remotely. Experience working directly with external customers, partners, or other stakeholders.

Preferred Skills:

Familiarity with networking concepts such as TCP/IP, VLANs, routing, and firewall configurations, to assist in troubleshooting remote network-related issues during deployments. Understanding of electronic components, circuitry, and RF principles. Experience with radiofrequency receiver equipment, antennas, network equipment and related hardware. Relevant certifications in electronics, RF engineering, or technical support would be advantageous and demonstrate technical expertise. Experience in project coordination and management, including remote planning, scheduling, and resource allocation, to ensure successful remote deployment projects. Previous experience in field service or on-site support roles, even if infrequent, can provide valuable insights into remote troubleshooting and deployment processes.

Our Promise:

At Spire Global, we are committed to fostering an inclusive environment where innovation thrives, and solutions flourish. We believe in the power of data to drive our mission forward, and the need for a multiplicity of backgrounds, perspectives, and experiences to help us chart a course towards a more prosperous, secure, and sustainable world for all.

Spire operates a hybrid work model, and this position will require you to work a minimum of three days per week in the office.

Access to US export-controlled software and/or technology may be required. #LI-DC1

Spire is Global and our success draws upon the diverse viewpoints, skills and experiences of our employees. We are proud to be an equal opportunity employer and are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or veteran status.

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