Remote Product Support Associate

1w1 week ago

DroneDeploy

Remote · Full-time · $55,000 – $75,000

About this role

As a Product Support Associate, you are a front-line technical expert for customers using DroneDeploy’s drone flight, 360 capture, and mapping tools. You’ll own issues from intake to resolution—troubleshooting across mobile, web, and field workflows. Your work keeps customers productive on high-stakes projects and feeds real customer signals back into the platform.

Resolve customer tickets via email, chat, and phone in Zendesk, meeting SLAs with crisp, accurate responses. Diagnose issues across flight planning, drone and 360 capture, uploads, processing, and visualization using logs and screenshots. Spot recurring themes and edge cases to escalate to Product, Engineering, or Technical Support.

This role is fully remote for candidates in Mountain or Pacific time zones, with reliable internet and availability during core business hours. Occasional domestic travel is expected for company events, training, and team onsites. Use AI tooling thoughtfully to improve research, troubleshooting, and response quality.

Write and update customer-facing help content and internal runbooks. Contribute to small projects sharpening team operations, from macros to performance metrics. We champion diversity and encourage candidates of all backgrounds to apply, even if they don't meet every qualification.

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—breaking problems into steps, testing hypotheses, and explaining processes
Proven ability to manage a ticket queue: prioritize well, follow through, and keep customers and teammates in the loop
Excellent written and verbal communication; turn technical details into clear, straightforward guidance
Demonstrated empathy and composure in customer-facing roles, especially when users are frustrated or facing time-sensitive conditions
Curiosity and a learning mindset—comfortable with new tools, workflows, and understanding customer product usage
Ability to consistently work an early-day schedule aligned to Pacific or Mountain Time, Monday through Friday
Obtaining a USA Part 107 drone certification

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
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
Handle tough conversations with calm, empathy, and de-escalation skills that keep relationships strong
Contribute to small projects that sharpen team operations, from improving macros and workflows to refining support performance metrics

Benefits

Fully remote work for candidates located in Mountain or Pacific time zones
Maintain availability during the team’s core business hours with reliable internet
Occasional domestic travel for company events, training sessions, and team onsites
Use AI tooling to improve research, troubleshooting, documentation, and response quality