Senior Customer Support & GIS Specialist

About ASTERRA

ASTERRA is the global leader in satellite-based infrastructure intelligence. Using L-band Synthetic Aperture Radar (SAR) and proprietary analytics, ASTERRA enables utilities, governments, and infrastructure operators to detect underground water leaks and soil moisture anomalies from space. Our solutions help organizations manage critical infrastructure more efficiently, reduce water loss, and improve sustainability outcomes.

ASTERRA works globally with water utilities, engineering firms, infrastructure operators, and government organizations. Our technology supports sectors such as water utilities, roads, railways, dams, and levees.

About the Job

ASTERRA is seeking a hands-on Senior Customer Support & GIS Specialist to help strengthen and scale our Customer Support function while supporting GIS-related operational workflows.

This role is designed for an experienced support professional who can bring strong support practices, improve processes, documentation, escalation flows, and service quality, while also working hands-on with GIS-related issues, QA, troubleshooting, and operational support.

The ideal candidate has a solid GIS background, strong technical orientation, and the ability to collaborate closely with Production, Customer Success, Product, and Operations. During the first months, the role will include hands-on Production work as part of the onboarding process, in order to build a deep understanding of ASTERRA’s workflows, QA standards, customer deliverables, and operational challenges.

This is a senior hands-on individual contributor role, with the potential to expand into broader ownership of processes, workflows, knowledge sharing, or team enablement over time.

Key Responsibilities

Customer Support & Technical Ownership

• Handle complex customer and internal support requests related to ASTERRA’s products, outputs, and operational workflows
• Act as a key support contact for technical and GIS-related customer issues
• Investigate, prioritize, document, and follow up on customer cases through resolution
• Support escalations related to geospatial deliverables, data issues, product outputs, or operational questions
• Provide clear, professional, and timely communication to internal stakeholders and customer-facing teams
• Identify recurring customer issues and propose practical improvements to reduce repeated escalations
• Bring best practices from previous support environments to improve service quality and customer experience

Support Processes, Tools & Service Quality

• Help improve and structure Customer Support processes, workflows, escalation paths, and service standards
• Support the development and improvement of knowledge bases, SOPs, templates, internal documentation, and customer-facing materials
• Work with CRM, ticketing systems, knowledge bases, or support platforms to improve tracking, visibility, ownership, and follow-up
• Help define, monitor, and improve support KPIs, workload visibility, response quality, and resolution processes
• Identify gaps in current support processes and recommend scalable ways of working
• Contribute to building a more structured, proactive, and professional support function

Hands-on GIS & Production Support

• Support GIS-related operational work, including data review, validation, QA, and troubleshooting
• Perform hands-on Production work during onboarding and support Production when additional capacity is needed
• Work with geospatial datasets, including raster and vector data
• Use GIS tools such as QGIS, ArcGIS, or similar platforms to investigate data issues and support delivery quality
• Help identify inconsistencies, errors, or anomalies in geospatial outputs and coordinate corrective actions
• Translate customer or internal issues into clear Production, Product, or operational requirements

Cross-functional Collaboration

• Collaborate closely with Production, Customer Success, Product, Sales, and Operations
• Support internal teams with technical context, customer background, and GIS-related analysis
• Gather customer feedback and share insights with relevant internal teams
• Improve handoffs between Support, Production, Customer Success, and Product
• Influence cross-functional ways of working by identifying gaps, recurring issues, and opportunities for improvement

Quality, Documentation & Continuous Improvement

• Ensure clear documentation of customer issues, resolutions, workflows, and recurring problems
• Maintain high standards of accuracy, service quality, and follow-up
• Support automation, structured workflows, or technical tools that improve efficiency and consistency
• Support knowledge sharing, onboarding, and team enablement around support, GIS-related, and operational topics
• Contribute to a culture of ownership, accountability, documentation, and continuous improvement

Key Success Metrics

• Improved structure, consistency, and maturity of Customer Support processes
• Accurate and timely handling of complex customer and internal support requests
• Clear documentation of issues, resolutions, workflows, and recurring cases
• Improved use of support tools, ticketing, knowledge bases, and escalation processes
• Reduced recurring issues through stronger process improvement and knowledge sharing
• Strong hands-on contribution to GIS-related validation, QA, troubleshooting, and Production support
• Strong collaboration with Production, Customer Success, Product, Sales, and Operations
• Improved customer experience, service quality, and delivery accuracy
• Ability to gradually take on broader ownership of workflows, processes, knowledge sharing, or team enablement based on demonstrated impact

What You’ll Need

• 4+ years of experience in customer support, technical support, support operations, customer operations, GIS operations, production support, or a similar role
• Strong understanding of Customer Support processes, including ticket handling, escalation flows, documentation, service quality, and customer communication
• Experience working with CRM, ticketing systems, knowledge bases, or customer support platforms
• Experience building or improving support processes, SOPs, customer workflows, operational documentation, or knowledge management practices
• Hands-on GIS background and practical experience with QGIS, ArcGIS, or similar platforms
• Experience working with geospatial data, including raster and vector data
• Experience with operational or production-related workflows, QA, validation, troubleshooting, documentation, or service delivery processes
• Familiarity with structured data-processing workflows, APIs, automation tools, or technical troubleshooting concepts
• Strong hands-on orientation, with the ability to remain close to the work while improving team processes and ways of working
• Ability to take ownership of complex issues, drive them to resolution, and influence others without relying on formal authority
• Ability to support, mentor, or guide colleagues through complex technical or operational cases
• Professional maturity, sound judgment, and the ability to build trust across teams
• Strong analytical and problem-solving skills
• High attention to detail and ability to work accurately with complex data and customer issues
• Excellent written and verbal communication skills in English
• Strong service orientation, accountability, and cross-functional collaboration skills
• Technological aptitude and ability to learn new tools, systems, and workflows quickly

Preferred Background

• Experience in B2B SaaS, technology, geospatial, remote sensing, satellite data, utilities, or infrastructure environments
• Experience working in a mature or high-scale Customer Support organization
• Experience working closely with Production, Customer Success, Product, or Operations teams
• Familiarity with SAR data, Python, SQL, APIs, or advanced automation tools
• Experience mentoring colleagues, supporting onboarding, or serving as a subject-matter expert
• Additional languages

Why Join Us?

• Be part of a global company using advanced satellite technology to help protect critical infrastructure and natural resources
• Work on real-world geospatial challenges with meaningful environmental and operational impact
• Help strengthen a growing Customer Support function at the intersection of GIS, Production, and advanced technology
• Grow your technical capabilities within a scaling global organization
• Enjoy competitive compensation, comprehensive benefits, and opportunities for professional growth