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Product Support Associate (USA)

1 week, 4 days ago
United States
Full-time
Junior
Customer Support
Technical Writing and Documentation
Confluence JIRA SQL
Apply Now
DroneDeploy

DroneDeploy

DroneDeploy is a powerful cloud-based software for drone operations, creating aerial maps and 3D models with ease, trusted by Fortune 500 companies globally.

Professional Services
251-1K
$91M raised
View All Jobs 9

Description

  • Resolve customer tickets via email, chat, and phone in Zendesk while meeting service-level agreements.
  • Diagnose issues across flight planning, drone and 360 capture, uploads, processing, and visualization to identify root causes.
  • Use logs, screenshots, and customer context to troubleshoot problems across mobile, web, and field workflows.
  • Escalate recurring themes and complex issues to Product, Engineering, or Technical Support with clear summaries and reproduction steps.
  • Write and update customer-facing help content and internal runbooks.
  • Use AI-enabled and standard support tools to research issues, summarize threads, and draft responses, then refine them with judgment.
  • Handle difficult customer conversations with empathy, calm, and de-escalation.
  • Contribute to operational improvements such as macros, workflows, and support performance reporting.

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.
  • Proven ability to manage a ticket queue, prioritize effectively, and follow through with minimal oversight.
  • Excellent written and verbal communication skills.
  • Demonstrated empathy and composure in customer-facing roles.
  • Curiosity and a learning mindset.
  • Ability to work an early-day schedule aligned to Pacific or Mountain Time, Monday through Friday, with occasional travel for events or training.
  • Ability to obtain a USA Part 107 license within the first 90 days of employment and maintain it throughout the role.
  • Preferred experience in construction, surveying, agriculture, energy, or facilities.
  • Preferred experience with 360 cameras, RTK/PPK, GIS/CAD/photogrammetry tools, APIs/SSO/SQL, JIRA, Confluence, Zendesk, or Google Workspace.
  • Preferred fluency in another language such as Korean, Japanese, Spanish, or Portuguese.
  • Preferred interest in photography or imaging.

Benefits

  • Fully remote work for candidates located in the Mountain or Pacific time zones.
  • Occasional domestic travel for company events, training sessions, and team onsites.
  • Opportunity to build specialized expertise in drones, geospatial data, and 3D reality capture.
  • Growth paths into Technical Support, Customer Success, Services, Product, and other roles.
  • Exposure to an AI-enabled support environment and modern tooling.
  • Ability to influence product quality by turning customer issues into feedback for Engineering and Product.

Interested in this position?

Apply directly on the company website

Apply Now

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