ICEYE

Mission — Why This Role Exists

We’re scaling ICEYE’s global operations. To do that, we need engineers who can simplify complex processes and build systems that improve how work gets done. This role exists to automate and structure the critical workflows that move customer contracts through to delivery, and to prepare our operations for the use of machine learning where it adds real value.

Expected Outcomes

• Key operational processes (lead to cash) are automated, integrated, and consistently reliable
• Manual interventions and workarounds are reduced through better structure, validation, and logic
• Cross-functional teams (Ops, Product, Finance) have better visibility and fewer blockers
• Real-time metrics, exceptions, and trends are surfaced early and acted on quickly
• The groundwork is in place for introducing learning-based systems where they help most

Responsibilities

1. Streamline and Orchestrate Workflows

• Streamline and accelerate lead-to-order-to-cash operations by designing modular workflow automations that support team-driven orchestration across systems
• Reduce manual steps by embedding logic into how tasks flow between tools, teams, and data
• Ensure workflows are stable, trackable, and responsive to operational events

2. Add Intelligence Where It Matters

• Work with other teams to bring scoring, prioritization, and exception logic into workflows
• Create dashboards and alerting that help operators see issues and patterns early
• Structure and log key decisions to support future learning and process improvements

3. Prepare for AI Systems

• Help lay the technical foundation for operations assistants that handle routine tasks, detect issues, and support operators
• Design data flows and capture feedback that will enable AI-based features over time
• Make sure anything “intelligent” is traceable, supportable, and aligned with ICEYE’s standards

4. Work Across Teams

• Collaborate with Ops, Product, Engineering, and Finance to understand pain points and priorities
• Build tools that work well with existing platforms and are easy to operate and maintain
• Focus on clarity, reliability, and real-world usability in everything you delivery

What Makes You a Strong Fit

Must-Have

• Experience building workflow automations or service integrations for business operations
• Hands-on work with tools like Salesforce, JIRA, NetSuite, Slack, or internal systems via APIs
• Proficiency in Python and/or TypeScript (React or FastAPI experience is useful)
• Familiarity with GenAI tools (OpenAI APIs, LangChain, FAISS, Pinecone)
• Able to design structured logic from semi-structured or human-driven processes
• Know how to monitor and improve systems after launch
• Experience building logs, metrics, or audit trails that support better operations over time
• Strong communication skills with both technical and non-technical colleagues
• Able to take vague goals and turn them into working, maintainable solutions

Nice-to-Have

• Exposure to ML workflows, including model deployment or data prep
• Background in operations-heavy fields like logistics, aerospace, or defense
• Familiarity with satellite operations, tasking, or quality control

Tech Stack Snapshot

Workflow & Integrations

• Python, Go, FastAPI, Flask
• PostgreSQL, Redis, REST APIs
• JIRA, Holistics, Databricks , Slack, Confluence, Workato, Salesforce, NetSuite, 
• Internal systems and service APIs

Infrastructure & Monitoring

• Docker, Kubernetes (GCP or AWS)
• GitHub Actions, Datadog, Sentry

Machine Learning & Intelligence

• scikit-learn, XGBoost, PyTorch
• Airflow, Prefect
• LangChain, OpenAI APIs, FAISS, Pinecone

Internal Tools

• React, TypeScript, TailwindCSS

Employment is subject to applicable security screening (incl. SUPO, where required)

Why should you work for us?

ICEYE is at the cutting edge of new technology and we are continuing to build and operate our commercial constellation of SAR satellites. Working with ICEYE, you will be part of making the impossible possible, whilst shaping the Earth Observation industry. You will work with varied, diverse and engaged colleagues to further the ICEYE mission. At ICEYE we realize that without great people we can not succeed, therefore you will be an integral, valued and appreciated colleague, with the ability to directly shape the vision and direction of the business. 

We actively support Continuous Professional Development, and will provide access to a range of avenues to allow you to succeed, including courses, training and attendance at conferences. ICEYE is a place where your development, your growth and your success is a priority. 

What is the role? 

We are seeking a dynamic and detail-oriented professional to join our team as a Customer Excellence Specialist for the EMEA region based in Kyiv, Ukraine. This role is crucial in ensuring the seamless delivery of satellite radar data to our customers, and managing orders from submission to final product delivery. The role requires proactive problem-solving and the capacity to handle various scenarios autonomously. The ideal candidate will have a background in geography, remote sensing, aerospace, or related fields, along with exceptional communication skills in English and Ukrainian. This role involves shift work without night shifts.

Responsibilities:

Regular Customer Excellence Responsibilities

Order Management:

• Oversee the entire order process, from submission to the delivery of the final product.
• Prepare comprehensive feasibility studies for satellite imagery, ensuring customer requirements are met.

Satellite Resource Planning:

• Plan satellite resources for capturing Synthetic Aperture Radar (SAR) images.
• Perform SAR image quality control to maintain high standards.

Customer Interaction:

• Resolve customer inquiries and complaints promptly.
• Collaborate with cross-functional teams (satellite operators, sales, analytics, product software) to address project and customer-related issues.
• Serve as a vital interface between clients and ICEYE, ensuring effective communication and interaction.

Process Improvement:

• Contribute to the enhancement of existing processes and documentation.
• Report to management on key performance metrics and anomalies.

Product Knowledge:

• Maintain a thorough understanding of the company’s products, support, and services.

Account Management Responsibilities

Governmental and Commercial Contracts:

• Serve as the point of contact for EMEA governmental contracts and commercial clients.
• Conduct feasibility studies and effectively communicate results to customers.

Relationship Building:

• Build and maintain trusted relationships with customers, serving as a key contact for order-related queries.

Training and Progress Monitoring:

• Coordinate and conduct service training for both internal and external customers.
• Monitor order progress closely, proactively identifying and resolving potential issues.

Reporting:

• Satisfy internal and external reporting needs by providing accurate Key Performance Indicators (KPIs).

Employment is subject to applicable security screening (incl. SUPO, where required)

Requirement: 

• Bachelor's degree in Geography, Remote sensing, Aerospace, or a related field.
• Proven experience in customer excellence or account management roles..
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills in English and Ukrainian