Product Support Associate - DroneDeploy

Job Title: Product Support Associate
Job Location: Remote
Job Listing URL: https://jobs.lever.co/dronedeploy/5d17d44c-8a56-4daa-b635-c071aa982792
Job Description: About DroneDeploy
Build with certainty, operate with confidence. That’s why thousands of construction, oil and gas, and renewable energy companies use DroneDeploy on a daily basis. We help them automate reality capture using drones, robots, and 360 cameras – combining this data in one platform for AI-powered analysis. From aerial and ground views of construction progress to automated gauge readings and methane leak detection, DroneDeploy is shaping the future of reality capture.

At DroneDeploy, we thrive in a remote-first culture, powered by innovation. Growth is limitless, and employee contributions matter. With accolades as a Best Place to Work in the SF Bay Area and a spot on America’s Best Startups list, our team is dynamic, purpose-driven, and dedicated to delivering top-tier reality capture software. We cultivate an environment of opportunity. Our dynamic growth is fueled by the diverse range of ideas nurtured by our team. This is why our commitment to internal advancement is profound. A multitude of paths for professional and personal development are available, where flexible schedules, family-friendly benefits, and remote work options propel our team's journey.

Role Overview
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