Technical Customer Support Specialist

The Opportunity (General Summary)

We are expanding our customer support team and seeking candidates who can provide coverage during Pacific Time business hours. Candidates located in the Pacific, Alaska, or Hawaii-Aleutian Time Zones are preferred.

Responsible for tracking and responding to customer issues and complaints. Ensures reliable, high-quality technical support for customers. This role combines deep platform knowledge with customer engagement, serving as an initial point of contact with the customer. Support specialists work closely with support, engineering, product, and services teams to improve platform performance, customer satisfaction, and overall mission outcomes.

Key Responsibilities (Principal Duties and Accountabilities *Essential Functions)

• Serve as the initial point of contact for complex technical, operational, and customer issues, ensuring timely resolution and clear communication with enterprise and government customers.
• Utilize existing support processes, service levels, and escalation paths to deliver consistent, high-quality support across all Vidterra platforms. Suggest improvements for these resources and services to the Director of Customer Success & Support.
• Partner closely with support, engineering, product, and services teams to identify recurring issues, influence product improvements, and ensure support readiness for new releases and deployments.
• Act as a customer advocate, capturing feedback, usage trends, and operational challenges to help improve platform adoption, reliability, and customer satisfaction.

• Fluency in English (written and spoken).
• Must meet eligibility requirements to obtain a US Top Secret Security Clearance.

Education

• High School Diploma or GED required
• Associates or above Technical Degree preferred, Industry Experience will be considered.

Required Skills, Experience & Abilities

• Minimum 2 years of experience in a technical customer-facing role.
• Strong technical understanding of software platforms supporting video, ISR, sensor data, or mission-critical systems, with the ability to engage credibly with engineers and customers.
• Demonstrated ability to manage customer escalations and complex problem resolution while maintaining professionalism and trust with enterprise and government clients

Preferred Qualifications

• Strong problem-solving and critical thinking skills.
• Experience supporting government, defense, or intelligence community customers and operating in mission-critical environments.
• Professionalism and positive attitude in workplace interactions.
• Familiarity with ISR workflows, video management systems, or sensor fusion platforms.
• Initiative and ability to take ownership of tasks/projects.
• Experience working in cleared environments or with security, compliance, and access control requirements.
• Strong work ethic and reliability.
• Ability to work well independently or as part of a team.
• Willingness to learn new tools or procedures.

Physical Demands & Work Environment

The physical demands and work environment described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to travel up to 33% of the time, which may include extended periods of standing, walking, or navigating airports and government facilities.
• Fast-paced, deadline-driven environment requiring adaptability and responsiveness
• This role is remote and includes a combination of onsite work, hybrid flexibility, and travel.
• Home office environment with standard office equipment, as well as employer furnished lab equipment.
• Frequent interaction with clients, executives, and government officials in both in-person and virtual settings.
• Regular travel to customer sites, government facilities, and industry events.
• Work may occasionally be performed in secure government facilities, requiring adherence to security protocols.
• This position may involve travel to government test sites, training ranges, and operational locations, including potential OCONUS destinations for short periods of time.
• This role is remote and includes a combination of onsite work, hybrid flexibility, and travel.
• Occasional variance from standard working hours to support specific customers in non-domestic time zones.