Product Support Associate (USA)

📋 Description

• Resolve tickets via email, chat, and phone in Zendesk, meeting SLAs.
• Diagnose issues across flight planning and drone workflows to root causes.
• Spot recurring themes and edge cases; escalate with clear summaries and steps.
• Write and update customer-facing help content and internal runbooks.
• Use AI-enabled and standard support tools to research issues and draft responses; refine with context.
• Handle tough conversations with empathy and de-escalation under pressure.
• Contribute to small projects to improve macros, workflows, and support metrics.

🎯 Requirements

• At least 1 year as a commercial drone pilot or GIS degree/certificate.
• Strong troubleshooting and structured thinking.
• Manage a ticket queue and keep customers and teammates in the loop.
• Excellent written and verbal communication.
• Empathy and composure in customer-facing roles.
• Curiosity and learning mindset for new tools and workflows.
• Early-day schedule aligned to PT or MT; Mon-Fri; occasional travel.
• Drone Certification: USA Part 107 license within 90 days.

🎁 Benefits

• Help customers with drones, robots, and 360 cameras to capture data.
• Build expertise at the intersection of drones and geospatial data.
• Grow into technical, customer, or product paths as you expand.
• Influence product quality by turning ticket patterns into product input.
• Work in an AI-enabled support environment with smart tooling and empathy.
• Remote U.S. role with periodic in-person team gatherings.