Technical Customer Support Specialist

Full Job Description

The Company

Sofar is on a mission to connect the world’s oceans. We design, build, and deploy the largest privately owned network of marine weather sensors to power the world’s best marine weather forecasts. Our data helps our customers to increase efficiency and reduce emissions, delivering tools to governments and other stakeholders to understand impacts of climate change on extreme weather and ocean health. We live on Planet Ocean, and our goal is to create the ocean intelligence needed to ensure a sustainable future.

Sofar is on a mission to connect the world’s oceans. We design, build, and deploy the largest privately owned network of marine weather sensors to power the world’s best marine weather forecasts. Our data helps our customers to increase efficiency and reduce emissions, delivering tools to governments and other stakeholders to understand impacts of climate change on extreme weather and ocean health. We live on Planet Ocean, and our goal is to create the ocean intelligence needed to ensure a sustainable future.

We are looking for an experienced Technical Customer Support Specialist to join our team to help the maritime shipping industry adapt to a rapidly changing economic, regulatory, and ocean environment.

Wayfinder, our dynamic voyage optimization platform, is a ground-up new technology that uses our proprietary data and forecasts to deliver the most efficient strategies to vessels and shoreside teams in real-time. Data-driven, dynamic optimization unlocks unprecedented potential for emissions reduction and savings, and gives Owners, Operators, and Charterers unparalleled control over speed, fuel consumption, and their sustainability strategy.

The role presents a unique opportunity for an ambitious individual to play a pivotal role in ensuring seamless customer experiences by leveraging technical expertise to support new customer onboarding, swiftly resolve customer-reported issues, and actively contribute to enhancing our product through rigorous feature testing.

• Troubleshoot and resolve customer-facing bugs and issues, serving as the initial point of contact for problem resolution to ensure a seamless customer experience.
• Take ownership of the vessel onboarding process, including setting up and configuring data as required, ensuring a smooth transition for new customers onto our platform.
• Collaborate with the product team to support the communication and rollout of new product features to customers, ensuring they are well-informed and prepared for changes.
• Develop and maintain clear and user-friendly product documentation that assists customers in understanding our offerings, features, and how to use them effectively.
• Participate in feature testing and quality assurance efforts, ensuring that new customer-facing features are thoroughly tested for functionality, reliability, and user-friendliness before release.
• Work closely with various departments, including engineering, product development, and customer success, to facilitate effective communication, issue resolution, and alignment on customer-related matters.
• Identify opportunities to enhance customer support processes, documentation, and product quality, and actively contribute to the ongoing improvement of our customer support and onboarding procedures.

• At least 3 year of experience in sales support, customer support, or technical support.
• Technical proficiency with ability to quickly learn and adapt to new software systems.
• Excellent attention to detail and a commitment to data accuracy.
• Passionate about the ocean and marine technology.
• Excited about the prospect of joining an agile, fast-moving team.

• Entry level coding abilities
• Experience with Retool

• $65,000 - $80,000
• The range listed is what we reasonably expect to pay for this role at the time of this posting. We may ultimately pay more or less than the posted range and may be modified in the future. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, experience, and equity package.

We at Sofar Ocean acknowledge that careers in the marine sciences “... have traditionally been, and remain, non-diverse work environments”, thereby limiting the entry and prosperity of underrepresented groups in the space. (Johri et al. , 2021) Many of these same groups are disproportionately affected by climate change, and are often excluded from decision making that directly address their interests and needs.

We are committed to addressing these climate injustices and highly encourage people who identify as women, LGBTQ+, Black, Indigenous, and people of color (BIPOC) to apply.

Employee Conduct

It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, customers, and vendors.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.