Product Support Specialist

Umbra builds next-generation space systems that observe the Earth in unprecedented fidelity.

Our mission: Deliver global omniscience.

To stay ahead of climate change, geopolitical risk, and other major crises and issues, we need a global understanding of what is changing, where, and how fast. Umbra provides easy access to the highest quality commercial satellite data available, which is an indispensable tool for the growing number of organizations monitoring the Earth. We empower our customers to create solutions that inform, inspire, and address our planet’s most pressing needs. We’re helping to create a brand-new industry that has never meaningfully existed before.

Umbra is seeking an organized and proactive Product Support Specialist to join our Remote Sensing business unit. This role is essential to the smooth and effective operation of the Product team, with responsibilities including managing product support workflows, triaging technical issues, maintaining documentation, and enhancing the overall product experience for internal stakeholders and customers.

You’ll collaborate closely with Product team members, Business Development, Engineering, Operations, and Customers to continuously improve internal product processes and deliver an exceptional product experience. This position plays a critical role in scaling the product team’s impact, enabling faster issue resolution, stronger cross-functional collaboration, and more efficient product delivery, helping Umbra deliver high-value, high-quality remote sensing products to a global customer base.

Our aim is to hire this position to work in Umbra's Santa Barbara, CA or Arlington, VA office.

Key Responsibilities

• Act as the first line of response for inbound product support requests.
• Triage and track issues, escalate to Engineering, Operations, or Product as needed, and ensure timely resolution and communication.
• Maintain and update product documentation, FAQs, and internal knowledge bases.
• Help track recurring bugs or customer pain points and surface insights to the product team.
• Assist with internal operations and engineering including product feature requirements definition, product backlog hygiene, product development progress reporting, and product development blocker removal.
• Support new product feature launches with checklist coordination, internal comms, and documentation updates.
• Assist Product Team with customer training preparation and documentation.
• Continuously identify ways to improve the efficiency and visibility of the product support process.

Requirements

Required Qualifications

• One or more years of experience in a customer-facing support or product operations role, ideally in a geospatial, aerospace, or tech company.
• Proficiency with support platforms and CRM tools (e.g., HubSpot, Jira, Confluence).
• Strong organizational skills with attention to detail and follow-through.
• Excellent written and verbal communication skills, especially in technical or semi-technical contexts.
• Comfortable collaborating across multiple teams (Engineering, Operations, Product, Business Development and Customers).

Desired Qualifications

• Familiarity with geospatial and satellite imagery workflows.
• Experience with synthetic aperture radar (SAR) or other remote sensing technologies.
• Basic experience working with APIs and understanding data delivery pipelines.
• Experience supporting government or commercial clients in a technical product environment.

Benefits

• Flexible Time Off, Sick, Family & Medical Leave
• Medical, Dental, Vision, Life, LTD, STD (employer funded)
• Vol Life, Critical Illness, Accidental, Hospital Indemnity, Pet Insurance (employee funded)
• 401k with 3% non-elective company contribution
• Stock Options
• Free Parking
• Free lunch daily in office

Umbra is an Equal Opportunity Employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by federal, state, or local law.

Employment Eligibility Verification

In compliance with federal laws, all hired persons will be required to verify their identity and eligibility to work in the United States by completing the required Employment Eligibility Verification Form (I-9 Form) upon hire.

ITAR/EAR Requirements

This position may include access to technology and/or data that is subject to U.S. export controls pursuant to ITAR and EAR. To comply with federal export controls, all persons hired must be a U.S. citizen, U.S. national, U.S. lawful permanent resident, refugee or asylee as defined by 8 U.S.C. § 1324b(a)(3), or must otherwise be eligible to obtain the required authorizations from the U.S. Department of State and/or U.S. Department of Commerce as applicable. 

Pay Transparency
This job posting may cover multiple career levels. To ensure greater transparency, we provide base salary ranges for all roles, regardless of location. Our standard pay ranges are based on the role’s function and level, benchmarked against similar growth-stage companies. Compensation may vary based on geographical location, as certain regions may have different cost-of-living factors. The final offer will also be influenced by the candidate's skills, responsibilities, and relevant experience.

Compensation Range

The Compensation Range for this role is $65,000 - $80,000 DOE.