Product Support Associate
This role is fully remote for candidates located in the Mountain or Pacific time zones only., early-day schedule aligned to Pacific or Mountain Time (for example, ~7:00 a.m–4:00 p.m. PT or 8:00 a.m.–5:00 p.m. MT), Monday through FridayFull-TimeJunior
Salary not disclosed
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Job Details
- Experience
- At least one year
- Required Skills
- SQLJiraRESTful APIsTroubleshootingConfluenceGoogle WorkspaceZendesk
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 well, follow through, and keep customers and teammates in the loop without heavy day-to-day oversight.
- Excellent written and verbal communication.
- Demonstrated empathy and composure in customer-facing roles, especially when users are frustrated or facing time-sensitive field conditions.
- Curiosity and a learning mindset.
- Ability to consistently work an early-day schedule aligned to Pacific or Mountain Time (for example, ~7:00 a.m–4:00 p.m. PT or 8:00 a.m.–5:00 p.m. MT), Monday through Friday, plus occasional travel for events or training.
- Drone Certification: For this position, obtaining a USA–Part 107 license is essential within the first 90 days of employment and must be maintained for the entirety of tenure in the role.
Responsibilities
- Resolve customer tickets via email, chat, and phone in Zendesk, meeting SLAs while keeping responses crisp, accurate, and on-brand.
- Diagnose issues across flight planning, drone and 360 capture, uploads, processing, and visualization, using logs, screenshots, and context to get to root causes.
- Spot recurring themes and edge cases, and escalate clearly to Product, Engineering, or Technical Support with sharp summaries and reproduction steps.
- Write and update customer-facing help content and internal runbooks that make the next issue faster and easier to solve.
- Use AI-enabled and standard support tools to research issues, summarize threads, and draft strong responses, then refine them based on your own judgment and customer context.
- Handle tough conversations with calm, empathy, and de-escalation skills that keep relationships strong even when customers are under pressure.
- Contribute to small projects that sharpen team operations, from improving macros and workflows to refining how we measure and report support performance.
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