Product Support Associate, DroneDeploy

$58-65k

This base salary reflects tier 2 compensation, if hired outside of these locations (Los Angeles, Chicago, Austin, Denver Boston, Washington, San Diego, Philadelphia, Portland, and Sacramento) the base salary range may adjust + annual variable + equity

SQL

Drone

Zendesk

JIRA

Confluence

Google Workspace

Junior and Mid level

Remote from US

More information about location

Drone mapping and analytics platform

Be an early applicant

Drone mapping and analytics platform

201-500 employees

B2BArtificial IntelligenceDeep TechRoboticsComputer VisionSaaS

Be an early applicant

$58-65k

SQL

Drone

Zendesk

JIRA

Confluence

Google Workspace

Junior and Mid level

Remote from US

More information about location

201-500 employees

B2BArtificial IntelligenceDeep TechRoboticsComputer VisionSaaS

Company mission

To make the power of interactive digital twins accessible and productive for everyone.

Job

Company

Role

Who you are

At least one year as a commercial drone pilot or a degree/certificate in GIS, Geomatics, or a closely related geospatial field
Strong troubleshooting instincts and structured thinking—you’re comfortable breaking problems into steps, testing hypotheses, and explaining what you did
Proven ability to manage a ticket queue: prioritize well, follow through, and keep customers and teammates in the loop without heavy day-to-day oversight
Excellent written and verbal communication; you can turn technical details into clear, straightforward guidance
Demonstrated empathy and composure in customer-facing roles, especially when users are frustrated or facing time-sensitive field conditions
Curiosity and a learning mindset—you like new tools, new workflows, and understanding how customers actually use the product
Ability to consistently work an early-day schedule aligned to Pacific or Mountain Time (for example, ~7:00 a.m–4:00 p.m. PT or 8:00 a.m.–5:00 p.m. MT), Monday through Friday, plus occasional travel for events or training
Drone Certification: For this position, obtaining a USA–Part 107 license is essential within the first 90 days of employment and must be maintained for the entirety of tenure in the role
Nice to have (not required): experience in construction, surveying, agriculture, energy, or facilities; experience with 360 cameras, RTK/PPK, GIS/CAD/photogrammetry tools; familiarity with APIs/SSO/SQL, JIRA, Confluence, Zendesk, Google Workspace; fluency in another language (e.g., Korean, Japanese, Spanish, Portuguese); interest in photography or imaging
We champion diversity and encourage candidates of all backgrounds to apply—even if they don't meet every listed qualification

What the job involves

As a Product Support Associate, you are a front-line technical expert for customers using DroneDeploy’s drone flight, 360 capture, and mapping tools
You’ll own issues from intake to resolution—troubleshooting across mobile, web, and field workflows, and surfacing patterns that point to product or process improvements
Reporting to the Manager of Product Support, your work keeps customers productive on high-stakes projects and feeds real customer signals back into how we build and support the platform
This role is expected to use AI tooling thoughtfully to improve research, troubleshooting, documentation, and response quality while maintaining accuracy and sound judgment in customer communications
Employees are expected to work from home with reliable internet and maintain availability during the team’s core business hours
Resolve customer tickets via email, chat, and phone in Zendesk, meeting SLAs while keeping responses crisp, accurate, and on-brand
Diagnose issues across flight planning, drone and 360 capture, uploads, processing, and visualization, using logs, screenshots, and context to get to root causes
Spot recurring themes and edge cases, and escalate clearly to Product, Engineering, or Technical Support with sharp summaries and reproduction steps
Write and update customer-facing help content and internal runbooks that make the next issue faster and easier to solve
Use AI-enabled and standard support tools to research issues, summarize threads, and draft strong responses, then refine them based on your own judgment and customer context
Handle tough conversations with calm, empathy, and de-escalation skills that keep relationships strong even when customers are under pressure
Contribute to small projects that sharpen team operations, from improving macros and workflows to refining how we measure and report support performance

Our take

Drone Deploy, headquartered in San Francisco, is a cloud-based platform specializing in drone mapping and analytics. With a mission to revolutionize how businesses acquire, manage, and interpret reality capture data from drones, 360-degree cameras, and mobile ground robots.

The company is dedicated to staying at the forefront of innovation within the drone industry, and it consistently seeks out opportunities to broaden the horizons of its capabilities. The company's strategic acquisitions, such as Rocos and StructionSite, are pivotal in achieving this goal.

With substantial investments, including a funding round led by Energize Ventures and AirTree, Drone Deploy is well-positioned for further expansion. The company aims to diversify beyond the drone sector and intensify its efforts to establish a stronger presence in the European market.

Freddie

Company Specialist at Welcome to the Jungle

Insights

Top investors

Glassdoor (4.6)

Company

Funding (last 2 of 8 rounds)

Sep 2025

$15m

GROWTH EQUITY VC

Feb 2021

$50m

SERIES E

Total funding: $157.6m

Company benefits

Hybrid Workplace - We believe that people do best when they're happy at work. Whether you’re happiest working from home or want to join us in the office, it’s OK with us
Great Benefits - It's important to support physical and mental well-being, so we offer the kind of benefits that help meet employee needs and those of their dependents
Growth and Development - We're in a dynamic and innovative industry and we’re committed to investing in our employees to ensure they're growing, creating, and breaking new ground in their careers
Work/Life Balance - Time away from work is important to recharge your batteries and enjoy life. We provide flexible hours and paid time off, and work with employees to support their priorities

Company HQ

Showplace Square, San Francisco, CA

Leadership

Jono Millin

(Co-Founder)

Previously founded AdvertEyes, Zoomatelo, Infatics.

Michael Winn

(Co-Founder & CEO)

Previously served as the Tech Lead of Big Data & Tools and Large Customer Sales for Google. Also co-founded Zoomatelo.

Nicholas Pilkington

(Co-Founder & CTO)

Previously co-founded Luno. Experience as a Software Engineer for Toshibi and NVIDIA.

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