Technical Customer Support Engineer

Quick Facts

• Role: Technical Customer Support Engineer (US East)

• Focus: Advanced technical escalations for drone surveying data and payload issues

• Time split: ~75% escalated support, ~25% field/professional services

Description

You will handle the hardest technical support cases in the US East region, working with engineers to resolve complex drone hardware, payload (RGB, multispectral, LiDAR), and data-processing problems. You will review customer datasets for GCPs, PPK, coordinate systems, photogrammetry, and LiDAR outputs, then provide specific guidance on what to fix. The role also includes dealer onboarding and certification training, onsite sessions, and late-stage technical demos/workflow reviews supporting sales.

Responsibilities

• Own Tier 2 and Tier 3 escalations that frontline teams cannot close

• Investigate issues across drone hardware, payloads, flight planning, and post-processing

• Collaborate with payload partners and engineers to resolve sensor and integration issues

• Review customer datasets and outputs (GCPs, PPK, coordinate systems, photogrammetry, LiDAR) to identify required fixes

• Serve as technical point of contact for key accounts with open or recurring issues

• Manage cases, customer history, and RMA logistics in HubSpot; flag upsell signals to sales

• Write Knowledge Base articles and internal troubleshooting guides based on resolved escalations

• Feed recurring issues back to product and engineering teams

• Run onboarding and certification trainings for dealers (in person and remote)

• Lead onsite trainings, pilot projects, and product demos

• Support sales with technical demos, workflow reviews, and survey-specific questions

Requirements

• Bachelor’s degree in geomatics, surveying, civil engineering, GIS, or related technical field, or equivalent experience

• 3+ years in the geospatial or surveying industry with hands-on field and office survey work

• Working knowledge of survey control, GNSS, RTK/PPK, coordinate systems, and accuracy reporting

• Experience processing photogrammetry or LiDAR data (e.g., Pix4D, Agisoft Metashape, Trimble Business Center, LiDAR360, QGIS, ArcGIS)

• Structured troubleshooting approach with persistence to reach root cause

• Clear English communication; ability to explain technical problems to customers, dealers, and engineers

• Based on the US East Coast and ready to travel to customer/dealer sites ~20–30% of the time

Benefits

• Work on advanced technical escalations with direct impact on product quality through feedback to engineering

• Blend of remote technical support and field/professional services work (trainings, pilot projects, demos)

• Collaboration with engineers and payload partners to resolve complex issues

• Startup environment with a feedback-driven, learning-focused culture