Product Support Associate

This role is fully remote for candidates located in the Mountain or Pacific time zones only., Pacific or Mountain TimeFull-TimeJunior

Salary not disclosed

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Job Details

Experience: At least one year as a commercial drone pilot
Required Skills: SQLJiraCustomer serviceRESTful APIsTroubleshootingConfluenceGoogle WorkspaceZendesk

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—you’re comfortable breaking problems into steps, testing hypotheses, and explaining what you did.
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; you can turn technical details into clear, straightforward guidance.
Demonstrated empathy and composure in customer-facing roles, especially when users are frustrated or facing time-sensitive field conditions.
Curiosity and a learning mindset—you like new tools, new workflows, and understanding how customers actually use the product.
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.

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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