As a DroneDeploy Product Support Associate, you’ll become an expert in cutting-edge technology…our drone flight and 3D data platform! We are serious about providing a top-notch customer experience through continuous learning, knowledge-sharing, and deep customer empathy. You will collaborate with both your fellow Support folks around the world and cross-functional teams to resolve customer issues and help improve our products! This role is fully remote now and in the future.

Responsibilities:

• Use your drone flight and GIS knowledge to help our customers resolve any issues they may have when using our products to fly their drones, capture ground-based imagery with their 360 camera, or process and analyze collected data.
• Rapidly and accurately resolve customer tickets via email, chat, and phone-based support in Zendesk.
• Look for ways to improve processes and tools to help us scale our global support team.
• Continue growing and refining our knowledge base by contributing to both internal and external documentation.
• Use your active listening, customer empathy, and de-escalation skills to maintain and grow customer relationships.
• Advocate for our customers by collaborating directly with Engineering, Product Management, and our UX team on customer pain points or other product improvements.

Requirements:

• At least one year of experience as a commercial drone pilot OR a degree in either Geographic Information Systems (GIS) or Geomatics.
• Deep empathy and desire to help others, even those who are having a bad day.
• Strong troubleshooting and logical thinking skills.
• Excellent time management and prioritization skills.
• The ability to recognize patterns that could indicate the presence of a deeper technical issue.
• Excellent written and verbal communication skills, including the ability to explain complicated things simply.
• Curiosity and a thirst for knowledge.
• Ability to work Monday – Friday, 6:00AM – 3:00PM or 7:00AM – 4:00PM ET.
• Available for occasional work-related domestic travel for company events such as meetings, conferences, and training.

Nice to Have:

• Industry knowledge or experience in construction, surveying, agriculture, energy, facilities, or related fields
• Experience using 360 cameras
• Experience in high accuracy mapping with GCPs, RTK, or PPK
• Experience or training in GIS Production systems, CAD Environments, and photogrammetry or geospatial software
• Experience with APIs, SSO, SQL queries
• Experience with JIRA, Confluence, Zendesk Suite, Google Suite
• Fluency in Korean, Japanese, Spanish, or Portuguese
• Interest in photography

$50,000 – $61,000 a year

The base salary range may adjust as our pay bands are based on location. The salary offered may vary based on meeting position requirements, skills, experience, position level, and location. In addition to the base salary, we offer an annual variable, equity, employee benefits, and programs.

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