Customer Support Associate II
SynMax is a pioneering geospatial data analytics company built on the principle of "Why guess when you can know." We deliver AI-powered intelligence to the maritime and energy sectors, transforming satellite imagery, AIS feeds, and market data into actionable insights through our platforms: Hyperion (energy intelligence), Theia (maritime domain awareness), Leviaton (LNG tracking), and Vulcan (power monitoring).With offices in Houston and London, we're a diverse team of engineers, data scientists, intelligence analysts, and industry experts dedicated to bringing transparency to traditionally opaque industries.
Job Summary
The Customer Support Associate is responsible for providing responsive, high-quality support to users of SynMax’s proprietary platforms. This role ensures technical issues are resolved efficiently and that users receive clear, actionable guidance when navigating complex tools. You’ll help handle administrative tasks, manage customer information, and ensure smooth communication between the client success managers, the sales department and users. You’ll work closely with analysts, engineers, sales teams, and business users who rely on SynMax’s data platforms to drive insights and decisions. This role is ideal for someone with prior support experience who can confidently troubleshoot and communicate across technical and non-technical audiences in a fast-paced, remote-first environment.
Requirements
- Understanding of principles and processes for delivering effective customer service, including needs assessment, troubleshooting, quality assurance, and feedback loops.
- Familiarity with SaaS platforms
- Strong command of written and verbal English, with attention to clarity, tone, and professional communication standards.
- Working knowledge of CRM tools (e.g., HubSpot), ticketing systems, and internal documentation platforms for managing support workflows.
- Proficiency with web-based tools, productivity software, and customer-facing applications; ability to learn new tools quickly.
- Actively listen to user issues, ask clarifying questions, and respond with accuracy and empathy
- Analyze problems, assess potential causes, and evaluate effective solutions
- Interpret technical documentation, internal notes, and platform updates quickly and accurately
- Write clear, professional responses and case notes for both users and internal teams
- Explain complex technical concepts to non-technical users in a clear and approachable way
- Troubleshoot platform issues to identify root causes and guide users through resolution
- Prioritize and manage multiple support requests efficiently in a fast-paced environment
- Demonstrate a strong commitment to helping users resolve issues and improve their experience
- Empathize with users and maintain professionalism under pressure
- Adapt quickly to platform updates, process changes, and new tools
- Recognize patterns in user reports or system behaviors to flag broader issues
- Collaborate effectively across departments, including engineering, product, and intelligence
Education and Experience
- Bachelor’s degree or equivalent practical experience
- 3-5 years in SaaS or technical customer support role
Originally posted on Himalayas
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