Technical Customer Support Engineer
New
W
WingtraGeospatial robotics
East Coast United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- You write and speak English clearly.
- Experience
- 3+ years in the geospatial or surveying industry
- Required Skills
- HubSpot
Requirements
- Bachelor’s degree in geomatics, surveying, civil engineering, GIS, or a related technical field, or equivalent experience.
- At least 3 years of experience in the geospatial or surveying industry, including hands-on field and office survey work.
- Working knowledge of survey control, GNSS, RTK/PPK, coordinate systems, and accuracy reporting.
- Experience processing photogrammetry or LiDAR data using tools such as Pix4D, Agisoft Metashape, Trimble Business Center, LiDAR360, QGIS, or ArcGIS.
- Structured troubleshooting approach and persistence in finding root causes.
- Clear written and spoken English, with the ability to explain technical problems to customers, dealers, and engineers.
- Based on the US East Coast and ready to travel to customer and dealer sites there roughly 20-30% of the time.
- A Professional Land Surveyor (PLS) license or progress toward one is a plus.
- Hands-on experience with UAV mapping workflows and payload integrations is a plus.
- Background in technical support, customer success, or pre-sales for a technical product is a plus.
- Experience with HubSpot, Zendesk, or a similar CRM and ticketing system is a plus.
- Experience delivering trainings or technical presentations is a plus.
Responsibilities
- Handle Tier 2 and Tier 3 escalations for US East customers and dealers.
- Investigate issues across drone hardware, RGB, multispectral and LiDAR payloads, flight planning, and post-processing.
- Coordinate with payload partners and Wingtra engineers in Zurich to resolve sensor and integration issues.
- Review customer datasets for GCPs, PPK, coordinate systems, photogrammetry, and LiDAR outputs, and explain corrective actions.
- Serve as the technical point of contact for key accounts with open or recurring issues.
- Manage cases, customer history, and RMA logistics in HubSpot, and flag upsell signals to sales.
- Document resolved escalations in Knowledge Base articles and internal troubleshooting guides.
- Share recurring customer issues with product and engineering teams.
- Run dealer onboarding and certification trainings, and lead onsite customer trainings, pilot projects, and product demos.
- Support sales with technical demos, workflow reviews, and survey-specific questions.
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