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 SummaryThe 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.RequirementsUnderstanding of principles and processes for delivering effective customer service, including needs assessment, troubleshooting, quality assurance, and feedback loops.Familiarity with SaaS platformsStrong 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 empathyAnalyze problems, assess potential causes, and evaluate effective solutionsInterpret technical documentation, internal notes, and platform updates quickly and accuratelyWrite clear, professional responses and case notes for both users and internal teamsExplain complex technical concepts to non-technical users in a clear and approachable wayTroubleshoot platform issues to identify root causes and guide users through resolutionPrioritize and manage multiple support requests efficiently in a fast-paced environmentDemonstrate a strong commitment to helping users resolve issues and improve their experienceEmpathize with users and maintain professionalism under pressureAdapt quickly to platform updates, process changes, and new toolsRecognize patterns in user reports or system behaviors to flag broader issuesCollaborate effectively across departments, including engineering, product, and intelligenceEducation and ExperienceBachelor’s degree or equivalent practical experience3-5 years in SaaS or technical customer support role- Competitive salary and comprehensive benefits (medical, dental, vision- Significant growth opportunities as an early technical team member- Collaborative and innovative work environment- Fully remote role with access to Houston and London offices- Direct impact on products used by major energy companies and government agencies- Mentorship from experienced engineers and technical leaders- Conference attendance and continuing education support- Opportunity to shape engineering direction and best practicesOriginally posted on Himalayas

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