• Provide operational support for Launch and Early Operations (LEOP) products during orbital launches • Perform manual Orbit Determination (OD) tasks, including filter tuning and tracking data validation • Monitor and maintain orbit quality using internal tools and Python-based workflows • Participate in an on-call rotation to respond to time-sensitive operational events • Triage and respond to customer inquiries related to orbit data, launch tracking, and catalog accuracy • Contribute to the development, testing, and documentation of internal tools and operational workflows • Identify repetitive operational tasks and help design and implement automation strategies to improve reliability and efficiency

• Provide operational support for LeoLabs’ Launch and Early Operations (LEOP) products during orbital launches. • Support manual Orbit Determination (OD) tasks, including filter tuning and tracking data validation. • Monitor and maintain orbit quality using internal tools and Python scripts. • Participate in the on-call rotation to respond to time-sensitive events. • Triage and respond to customer inquiries related to orbit data, launch tracking, and catalog accuracy. • Contribute to the development, testing, and documentation of internal tools and workflows. • Identify repetitive operational tasks and help develop automation strategies.

• Provide exceptional customer service while responding to phone, e-mail and online requests for technical support • Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle • Assist customers in the installation and deployment of Keeper’s software products • Track and monitor all support cases to ensure timely resolution and follow-up • Clearly identify, document, and find solutions for customer issues and product problems • Escalate critical customer situations to the appropriate level of management and engineering expertise • Communicate technical issues and solutions to the engineering, QA, sales, and support teams as well as to the customer base

• Manage incoming technical support tickets by scoping out potential bugs, and escalating them to internal stakeholders appropriately • Translate technical concepts to user audiences of varying technical knowledge • Troubleshoot user issues that arise and provide technical support • Craft accurate and succinct updates with internal teams and external partners. • QA new features and improvements, and confirm updates for bug fixes • Fulfill custom data requests for customers • Provision campaign and call numbers for new users with the long-term objective of automating request fulfillment • Be on our two week on-call rotation each month