Technical Customer Support Representative (SaaS)

TL;DR

Technical Customer Support Representative (SaaS): Providing technical support and order management for customers in the EMEA region with an accent on satellite imagery and SaaS program resolution. Focus on diagnosing technical issues, managing operational delivery of tasking projects, and coordinating service incidents.

Location: Hybrid (London, UK) — Must be able to attend the office in Chiswick Tuesday-Thursday

Company

hirify.global specializes in spatial intelligence and satellite imagery, providing decision-makers with advanced data to navigate and shape the future.

What you will do

• Handle inbound email and phone communications to support customers in the EMEA region.
• Assist customers in defining order requirements and processing quotations and feasibilities.
• Provide technical support for SaaS programs and resolve service incidents.
• Perform basic quality control evaluations using satellite imagery knowledge.
• Coordinate the resolution of technical issues and escalate them as needed.
• Collaborate with sales and support teams to identify business expansion opportunities.

Requirements

• Must be based in or able to work from the London office (Hybrid).
• 2+ years of experience in customer service, preferably in a B2B or professional setting.
• Relevant degree or equivalent professional experience.
• Proficiency in Windows OS, Microsoft Office, Outlook, and Teams.
• Strong diagnostic, troubleshooting, and analytical skills.
• Ability to travel internationally (less than 10%).

Nice to have

• Experience with GIS tools (QGIS, ESRI ArcMap, ESRI ArcPro).
• Experience in Earth Observation.
• Experience using Customer Relationship Management (CRM) systems.

Culture & Benefits

• Mission-driven environment focused on spatial intelligence.
• Opportunity to shape your own future and build innovative technology.
• Inclusive workplace with a commitment to equal opportunity.
• Additional supplement provided for weekend on-call support for high-value projects.