Technical Support Engineer
Department: Customer Success
Employment Type: Full Time
Location: Denver, CO
Reporting To: Chris Gibbs
Compensation: $75,000 - $85,700 / year
Description
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. You can learn more about us on
Glassdoor.
Your Mission
As our Technical Support Engineer, you’ll make sure we empower customers to accurately map, measure and manage their earthwork sites with Propeller. You’ll do this by showcasing your expertise in data collection, our photogrammetry process and our comprehensive online platform as part of providing reactive support to unblock our customers ability to effectively manage their earthworks.
You’ll support our customers by responding to inbound support requests and answering their software, GIS, VDC and photogrammetry questions over the phone, email and chat, helping them find quick and accurate solutions to their problems.
Responsibilities
- You’ll be resolving a wide range of technical support queries across various levels of complexity.
- You’ll troubleshoot our customers’ technical questions, by being a subject matter expert on the Propeller platform, whether that's answering a question about a coordinate system mismatch or helping our customers ensure Propeller’s outputs work with their third party software.
- You’re responsible for resolving any issues that are blocking our customers ability to use Propeller’s platform and their data effectively.
- Some of the things you might tackle are:
- Troubleshooting datasets to determine what is causing errors or discrepancies.
- Recognizing and recommending solutions to fix coordinate system mismatches.
- Diagnosing and recommending changes to data capture practices to fix photogrammetry-related issues, such as holes in datasets or blurry orthomosaic imagery.
- Troubleshooting issues with design, pre-processed data and other CAD-related files being imported or exported into Propeller.
- Helping to troubleshoot incorrect or unexpected measurement data due to incorrect use of tools or user-error.
- You’ll partner closely with other members of the Support team to resolve inbound support requests, and you’ll update Customer Success Managers (CSM) on related support cases where necessary.
- Specifically, if there is negative customer interaction or continuously recurring issues that require training, education or involvement from the CSM to resolve effectively.
- Assist with basic AeroPoint and drone-related issues if required as part of other support queries.
- Pure hardware-related issues will be handled by our Hardware Support Team.
- Work closely with our Product and Engineering teams to make sure customers’ needs and wants are communicated internally in the form of new feature requests and identifying bugs or edge cases.
- Recommend the right workflows or tools for customers to use if the opportunity arises.
- Can answer basic questions about a customer's license parameters, modifying their license if necessary.
- Keeps up to date on all product releases and how they impact customers, and helps P&E to test or troubleshoot new features/functionality.
- Works with the Knowledge Base Manager to keep educational content up to date by helping to update existing articles or writing new articles to prevent future support queries.
- Logs all support activities to Zendesk and keeps tickets up to date to allow for smooth handovers.
- Participate in Customer Success and Support team meetings, contribute to quarterly team goals and support projects that impact company-wide initiatives, improve team efficiency and scale as part of creating, refining and improving Technical Support processes and documentation.
- Keep your industry and technical knowledge current so that you can best support your customers and any future product launches that impact the customer experience.
Your Skills
- Prior experience with Propeller’s tools and software with extensive experience with GIS, mapping & data analysis technology, construction technology or drone surveying
- Experience performing technical troubleshooting with a proven ability to effectively resolve customer issues accurately and quickly.
- Ability to communicate complex technical concepts in simple language that is easily understood.
- Strong technical skills and the ability to pick up new technology fast and drive your own learning
- You’re data-driven with a bias towards action, and you’re not afraid to get your hands dirty in support of your customers
- High emotional intelligence - you understand and manage emotions effectively as part of high-quality communications and collaboration with others.
- You possess and consistently demonstrate a hospitality mindset when working with customers: you go above-and-beyond to ensure customers are cared for, you take ownership of problems and display empathy in all interactions.
Bonus Points For:
- 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
- The opportunity to take part in our mentorship program
- Monthly telephone and/or internet allowance
- Paid primary & secondary parental leave policies
- Hybrid work arrangements and WFH equipment provided
The salary range offered for this role is $75,000.00-$87,500.00. This range is tied to the market for this job in Colorado. Any salary offer extended will be based on skills, knowledge and experience.
