dronedeploy - Product Support Associate
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Requirements
• At least one year as a commercial drone pilot or a degree/certificate in GIS, Geomatics, or a closely related geospatial field. • Strong troubleshooting instincts and structured thinking—you’re comfortable breaking problems into steps, testing hypotheses, and explaining what you did. • Proven ability to manage a ticket queue: prioritize well, follow through, and keep customers and teammates in the loop without heavy day-to-day oversight. • Excellent written and verbal communication; you can turn technical details into clear, straightforward guidance. • Demonstrated empathy and composure in customer-facing roles, especially when users are frustrated or facing time-sensitive field conditions. • Curiosity and a learning mindset—you like new tools, new workflows, and understanding how customers actually use the product. • Ability to consistently work an early-day schedule aligned to Pacific or Mountain Time (for example, ~7:00 a.m–4:00 p.m. PT or 8:00 a.m.–5:00 p.m. MT), Monday through Friday, plus occasional travel for events or training. • Drone Certification: For this position, obtaining a USA–Part 107 license is essential within the first 90 days of employment and must be maintained for the entirety of tenure in the role. • Nice to have (not required): experience in construction, surveying, agriculture, energy, or facilities; experience with 360 cameras, RTK/PPK, GIS/CAD/photogrammetry tools; familiarity with APIs/SSO/SQL, JIRA, Confluence, Zendesk, Google Workspace; fluency in another language (e.g., Korean, Japanese, Spanish, Portuguese); interest in photography or imaging.
Responsibilities
• Resolve customer tickets via email, chat, and phone in Zendesk, meeting SLAs while keeping responses crisp, accurate, and on-brand. • Diagnose issues across flight planning, drone and 360 capture, uploads, processing, and visualization, using logs, screenshots, and context to get to root causes. • Spot recurring themes and edge cases, and escalate clearly to Product, Engineering, or Technical Support with sharp summaries and reproduction steps. • Write and update customer-facing help content and internal runbooks that make the next issue faster and easier to solve. • Use AI-enabled and standard support tools to research issues, summarize threads, and draft strong responses, then refine them based on your own judgment and customer context. • Handle tough conversations with calm, empathy, and de-escalation skills that keep relationships strong even when customers are under pressure. • Contribute to small projects that sharpen team operations, from improving macros and workflows to refining how we measure and report support performance.
Benefits
• Help customers do meaningful work—using drones, robots, and 360 cameras to safely capture data, reduce rework, and keep complex projects on schedule. • Build rare, in-demand expertise at the intersection of drones, geospatial data, and 3D reality capture, with exposure to RTK/PPK, photogrammetry, and industry-specific workflows. • Grow into deeper technical, customer, or product paths (Technical Support, Customer Success, Services, Product, and more) as you expand your skills. • Influence product quality by turning real ticket patterns into clear input for Engineering and Product, not just “closing cases.” • Work in a modern, AI-enabled support environment that prizes smart tooling, sharp thinking, and concise, high-impact communication—without sacrificing empathy. • Enjoy the flexibility of a U.S.-remote role plus the connection of periodic in-person company and team gatherings.
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