[Hiring] Product Support Associate @DroneDeploy

Role Description

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, and surfacing patterns that point to product or process improvements. Reporting to the Manager of Product Support, your work keeps customers productive on high-stakes projects and feeds real customer signals back into how we build and support the platform.

We champion diversity and encourage candidates of all backgrounds to apply—even if they don't meet every listed qualification. Share your distinctive strengths with us; we're keen to understand the unique perspectives you bring to the table.

Work Environment

• Work Model: This role is fully remote for candidates located in the Mountain or Pacific time zones only. Employees are expected to work from home with reliable internet and maintain availability during the team’s core business hours.
• Business Travel: Occasional domestic travel is expected a few times per year for company events, training sessions, and team onsites.
• AI tooling: This role is expected to use AI tooling thoughtfully to improve research, troubleshooting, documentation, and response quality while maintaining accuracy and sound judgment in customer communications.

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.

Qualifications

• 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.
• Nice to have (not required): experience in construction, surveying, agriculture, energy, or facilities; experience with 360 cameras, RTK/PPK, GIS/CAD/photogrammetry tools; familiarity with APIs/SSO/SQL, JIRA, Confluence, Zendesk, Google Workspace; fluency in another language (e.g., Korean, Japanese, Spanish, Portuguese); interest in photography or imaging.

Benefits

• Help customers do meaningful work—using drones, robots, and 360 cameras to safely capture data, reduce rework, and keep complex projects on schedule.
• Build rare, in-demand expertise at the intersection of drones, geospatial data, and 3D reality capture, with exposure to RTK/PPK, photogrammetry, and industry-specific workflows.
• Grow into deeper technical, customer, or product paths (Technical Support, Customer Success, Services, Product, and more) as you expand your skills.
• Influence product quality by turning real ticket patterns into clear input for Engineering and Product, not just “closing cases.”
• Work in a modern, AI-enabled support environment that prizes smart tooling, sharp thinking, and concise, high-impact communication—without sacrificing empathy.
• Enjoy the flexibility of a U.S.-remote role plus the connection of periodic in-person company and team gatherings.