Solutions Delivery Support Analyst

Role highlights:

• Solutions Delivery Support Analyst
• United States
• Permanent
• Remote

Who are we?

ICEYE is the global leader in synthetic aperture radar (SAR) satellite operations for Earth Observation, persistent monitoring, and natural catastrophe solutions; owning and operating the world's largest SAR constellation. ICEYE is headquartered in Finland and operates from five international locations with more than 600 employees from nearly 60 countries, inspired by the shared vision of improving life on Earth by becoming the global source of truth in Earth Observation.

Our satellites acquire images of Earth at any time – even when it’s cloudy or dark – providing commercial and government partners with unmatched persistent monitoring capabilities. Information derived from our SAR images helps customers make data-driven decisions to address time-critical challenges in various sectors, such as maritime, disaster management, insurance, and finance.

Our team is a tight-knit group of experts across many disciplines (e.g., engineering, software development, radar technology, etc.). We’re innovative, driven people who strive for excellence in everything we do. Teamwork, curiosity, and having fun are core values at ICEYE, and contribute to Making the Impossible possible!!

Why should you work for us?

ICEYE is at the cutting edge of new technology and we are continuing to build and operate our commercial constellation of SAR satellites. Working with ICEYE, you will be part of making the impossible possible, whilst shaping the Earth Observation industry. You will work with varied, diverse and engaged colleagues to further the ICEYE mission. At ICEYE we realise that without great people we can not succeed, therefore you will be an integral, valued and appreciated colleague, with the ability to directly shape the vision and direction of the business. 

We actively support Continuous Professional Development, and will provide access to a range of avenues to allow you to succeed, including courses, training and attendance at conferences. ICEYE is a place where your development, your growth and your success is a priority. 

What is the role? 

We are currently seeking a detail-oriented and customer focused Delivery Support Analyst to provide timely and effective support for delivery related issues for customers in the North America time zone. In this role you will support customers through troubleshooting delivery challenges and ensuring prompt resolution of issues to maintain service excellence, playing a crucial role in our near real time flood analysis efforts. Flood Insights product requires 24/7 global engagement. You will be working alongside the Operations team supporting Flood Insights product delivery. This role involves working with diverse datasets, using GIS software and tools and collaborating with multidisciplinary teams. Customer support experience, knowledge of GIS software and understanding of disaster management are required for this position. 

The ideal candidate will have strong problem solving skills, exceptional communication abilities and a passion for customer service. You will collaborate with colleagues across multiple time zones, working within the North America time zone. 

Responsibilities:

• Support customers experiencing delivery issues, ensuring professional and empathetic communication
• Investigate and resolve delivery related concerns including delays, errors or missing data in a timely manner
• Ensure ad hoc deliveries for new customers during live events
• Provide updates and resolutions to customers, ensuring their satisfaction and confidence in the process
• Collaborate with internal teams to resolve root cause of delivery issues
• Document and escalate complex issues to the appropriate teams
• Coordinate redeliveries when necessary
• Ensure all issues are tracked and resolved
• Identify recurring issues and recommend improvements to enhance future service delivery
• Strive to enhance customer experience by providing prompt, accurate and helpful support
• Support Operations team in Flood Insights product delivery related activities as required

Requirements

• Bachelor’s or master's degree 
• 1-3  years of experience in helpdesk
• Fundamental understanding of disaster analysis and management
• Interest and understanding of GIS software (Google Earth, ArcGIS, QGIS)
• Strong problem-solving and critical-thinking skills with high attention to detail.
• Ability to work collaboratively in a team and lead initiatives independently.
• Excellent communication skills, both verbal and written with the ability to handle difficult situations professionally.
• Affinity for statistics, database software and programming is a plus.

Benefits

• A job that matters in a dynamic Earth Observation environment with a scale-up approach
• An independent role with a supportive and diverse work environment
• Trinet Medical plan, Basic life insurance, discount on visits on Dental and Vision plan, 401K program, unlimited PTO
• Time for self-development, research, training, conferences, or certification schemes
• Fully remote
• Base salary range for this position is 75000-80000 USD (gross) contingent on your experience level, and will be negotiated individually

Diversity, equity, and inclusion

At ICEYE, we believe that diversity isn't just a buzzword – it's our greatest asset. 

We're committed to fostering an inclusive environment where every voice is not only heard but celebrated. We know that diverse perspectives breed innovation and creativity, which is why we actively seek out individuals from all walks of life, backgrounds, and experiences. 

Whatever your background, we want you to bring your authentic self to the table. Join us and be part of a team where differences are not only embraced but cherished, because together, we're stronger. 

Apply now to start your ICEYE journey, and help us continue to make the impossible possible together. 

Read more about ICEYE and working with us at iceye.com