Product Support Associate

Summary

Join DroneDeploy as a Product Support Associate and become an expert in our drone flight and 3D data platform. You will provide top-notch customer support via email, chat, and phone, resolving issues and improving our products. This fully remote role requires at least one year of experience as a commercial drone pilot or a GIS/Geomatics degree, strong troubleshooting skills, and excellent communication. You will collaborate with global support teams and cross-functional teams. DroneDeploy offers a remote-first culture, flexible schedules, family-friendly benefits, and opportunities for professional development. The salary range is $50,000-$61,000 annually, and additional benefits include variable compensation, equity, and employee programs.

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

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

Preferred Qualifications

• 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

Benefits

• Innovative Company Culture – Thrive in an environment that encourages creativity and collaboration
• Drone Pilot Certification – Get certified and develop unique skills with our support
• Flexible Work Options – Enjoy flexibility with both your schedule and work location
• Family Paid Leave – Supporting you and your family when it matters most
• Top-Tier Healthcare Benefits – Comprehensive health coverage designed to support your well-being
• Professional Development & Career Growth – Opportunities to advance and grow in your career
• Flexible Paid Time Off – Take the time you need to recharge and stay balanced
• Employee Referral Bonus – Help us grow the team and get rewarded for great referrals