DroneDeploy is hiring a
Consultant of Product Support in South Africa

Summary

DroneDeploy is a company that offers reality capture software using drones, robots, and 360 cameras. As a Consultant in the Product Support team, you will help customers resolve issues with products, improve processes and tools, and grow and refine the knowledge base. The role requires a degree or equivalent experience in GIS, Geomatics, Surveying, or Civil Engineering, deep empathy and desire to help others, strong troubleshooting skills, excellent communication skills, and the ability to work one of three shifts. Preferred qualifications include industry knowledge, experience with remote sensing, flying drones, using 360 cameras, CAD environments, construction software, geospatial software, APIs, SSO, SQL queries, JIRA, Confluence, Zendesk Suite, Google Suite, and an interest in photography.

Requirements

• BSc, AS/AAS Degree, or Certificate (or equivalent experience) in Geographic Information Systems (GIS), Geomatics, Surveying, or Civil Engineering
• 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 one of the following shifts: Monday - Friday, 8:00AM - 5:00PM, 9:00AM - 6:00PM, or 10:00AM - 7:00PM SAST

Responsibilities

• Use your troubleshooting skills 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

Preferred Qualifications

• Industry knowledge or experience in construction, agriculture, energy, facilities, or related fields
• Experience in remote sensing, flying drones, or using 360 cameras
• Experience or training in CAD Environments, construction software, or geospatial software
• Experience with APIs, SSO, SQL queries
• Experience with JIRA, Confluence, Zendesk Suite, Google Suite
• Interest in photography

Benefits

• Innovative company culture
• Drone pilot certification
• Flexible work schedules
• Family paid leave
• Paid healthcare for employees
• Professional development & career advancements
• Wellbeing activities (live & on-demand)
• Flexible paid time off
• Employee referral bonus
• Commuter savings