Technical Support Engineer
Propeller - Denver, CO
posted 2 days ago
About the position
Propeller is on a mission to take the guesswork out of moving dirt - reducing wasted fuel, time, and money. We do this through the power of maps. Our customers use Propeller's integrated hardware and software products to capture accurate 3D versions of their worksites. With over 50,000 worksites worldwide using Propeller's smart survey technology, we empower project teams to map, measure, and manage site activity. Propeller empowers everyone to approach, own, and solve problems creatively. We're data nerds who care about impact, honesty, and each other. We take pride in being a great place to work. We are proud to be recipients of BI Group's Excellence in Customer Experience award and Inspiring Workplaces of Australasia, being recognized as a Fast Company and BuiltIn Best Place to Work.
Responsibilities
- Resolving a wide range of technical support queries across various levels of complexity.
- Troubleshooting customers' technical questions as a subject matter expert on the Propeller platform.
- Resolving issues that block customers' ability to use Propeller's platform and their data effectively.
- Troubleshooting datasets to determine errors or discrepancies.
- Recognizing and recommending solutions for coordinate system mismatches.
- Diagnosing and recommending changes to data capture practices for photogrammetry-related issues.
- Troubleshooting issues with design, pre-processed data, and CAD-related files.
- Helping to troubleshoot incorrect measurement data due to user-error.
- Partnering closely with other members of the Support team to resolve inbound support requests.
- Updating Customer Success Managers on related support cases.
- Assisting with basic AeroPoint and drone-related issues.
- Working with Product and Engineering teams to communicate customer needs and feature requests.
- Recommending workflows or tools for customers.
- Answering basic questions about customer license parameters.
- Keeping up to date on product releases and their impact on customers.
- Working with the Knowledge Base Manager to update educational content.
- Logging all support activities to Zendesk and keeping tickets up to date.
- Participating in Customer Success and Support team meetings.
- Keeping industry and technical knowledge current.
Requirements
- Prior experience with Propeller's tools and software.
- Extensive experience with GIS, mapping & data analysis technology, construction technology, or drone surveying.
- Experience performing technical troubleshooting with a proven ability to resolve customer issues.
- Ability to communicate complex technical concepts in simple language.
- Strong technical skills and ability to learn new technology quickly.
- Data-driven with a bias towards action.
- High emotional intelligence and effective communication skills.
- Hospitality mindset when working with customers.
Nice-to-haves
- Knowledge of surveying GPS technologies.
- Prior experience using Zendesk or another support ticketing platform.
- Have a remote pilot license (Part 107).
Benefits
- Fully paid employee United Platinum PPO medical, dental, and vision coverage.
- 20 day paid vacation time per year with no accrual or carryover cap.
- Employee share options.
- Professional development budget and leave.
- Opportunity to take part in mentorship program.
- Monthly telephone and/or internet allowance.
- Paid primary & secondary parental leave policies.
- Hybrid work arrangements and WFH equipment provided.
