Technical Support Specialist

Role overview Provide premier technical support to commercial customers of an industry-leading autonomous drone platform, helping pilots and operators get the most out of their UAS investments. The role combines hands-on troubleshooting of hardware, software, and cloud issues with a strong customer-enablement mindset, acting as the voice of the customer to inform product improvements. Over time, you will grow into a subject-matter expert on specific parts of the platform and help shape internal support processes.

Responsibilities - Deliver high-quality technical support across phone, chat, and email channels to drive customer satisfaction and brand advocacy. - Troubleshoot drone, controller, and cloud product issues, recommending best practices for safe and effective flight operations. - Capture customer feedback and diagnostic data to inform continuous product, process, and service improvements. - Collaborate with cross-team experts to resolve complex issues end to end and share knowledge across the support organization. - Participate in pre-release product dogfooding and provide structured feedback to the engineering organization. - Build and refine support processes that improve the overall customer experience and operational excellence.

Requirements - 5–7 years of technical support experience with drones, UAVs, or UAS products. - Prior B2B customer support experience in utilities, transportation or infrastructure, or public safety organizations. - Strong verbal and written communication skills with attention to detail and effective time management. - Proficiency in technical troubleshooting, problem solving, and triage or escalation workflows. - Hands-on experience with multi-channel customer communication such as phone, chat, and email. - CRM experience, ideally with Zendesk or Salesforce Service Cloud.

Nice to have - Prior experience within a 360 customer success, retention, or renewal team. - Genuine passion for drone, cloud, and IoT technology and a strong desire to learn and grow. - Openness to feedback as a way to improve performance and efficiency.

Benefits and work setup - Schedule: Wednesday to Friday 7:00 AM–5:00 PM MT and Saturday 6:00 AM–4:00 PM MT. - Location preference: West Coast or Pacific Time Zone; up to 10% travel to regional customer sites. - Annual base salary range of $59,600–$100,000 plus equity in the form of stock options. - Comprehensive benefits including group health insurance, paid vacation, sick leave, holiday pay, and a 401(k) savings plan. - Relocation assistance may be offered for eligible candidates.