Customer Technical Support

Freefly Systems; Woodinville (WA); On-site; USD 45,000 - 80,000; Full time

Benefits offered by this job

Medical, Dental, Vision benefits

Unlimited PTO

Onsite in Woodinville HQ

Job summary

Freefly Systems in Woodinville, WA is seeking a Customer Support - Drone Specialist I/II/III to join our onsite team. You will support the next generation of drone systems, troubleshoot, and help customers via help desk, phone, and email in a fast-paced startup environment with direct impact on our product roadmap.

The ideal candidate has 2+ years of drone experience, strong English communication, and the ability to work independently while staying organized.

Qualifications

• 2+ years experience with operating and troubleshooting drone systems.
• Excellent written and verbal communications in English.
• Ability to multitask and work independently in a fast-paced environment.

Responsibilities

• Provide direct customer technical troubleshooting for Freefly drone products and accessories.
• Flight performance evaluation.
• Maintain thorough documentation in our ticketing system and update as we grow.
• Onboard new customers and oversee repairs from start to finish.
• Assist sales with quotes and questions about compatibility.

Skills

Drone troubleshooting

English communications

Multitasking

Independent worker

Web-based software

Tools

Zendesk

Freshdesk

Job description

Freefly Systems - Woodinville, WA (Onsite)

About Freefly Systems

Over a decade of experience in the professional cinematography industry has given Freefly a unique ability to quickly develop and bring innovative products to market that serve the needs of our customers. Freefly is building a productive ecosystem that surrounds our aerial customers- from custom smart batteries, drone controllers, to integrated cameras and payloads.

The global drone industry is rapidly growing with a focus on American Manufacturing and Freefly is on the forefront of the market to provide reliable, high quality drones for cinema, industrial and enterprise applications.

About the Role

Customer Support - Drone Specialist I/II/III: As a member of the Freefly Drone Support Team, you’ll join us on our mission to provide the world’s best drone customer support. You will support the next generation of innovative camera systems, unmanned aerial vehicles, robotic systems, and consumer electronic devices in a fast paced, multidisciplinary, startup environment with direct impact on our product roadmap.

The ideal candidate will have excellent written and verbal skills, be a subject matter expert on operating and troubleshooting drones, and have the ability to work independently and self-manage time effectively in a fast paced environment while staying organized. Most importantly, you must have a positive can-do attitude, play well with others, embrace a challenge, and realize that every failure is a critical step toward creating innovative products.

Responsibilities

• Provide direct customer technical troubleshooting (via help desk software, phone & email) for Freefly drone products and all accessories (like controllers and batteries).
• Flight performance evaluation.
• Implement and maintain a thorough level of documentation (borderline obsessive) in our internal and external ticketing system and continuously update as we (and our customers) grow.
• New customer onboarding support.
• Own customer Repairs success (RA’s) from start to finish.
• Initiates Repair processing (RA’s) with customers.
• Gives input on Warranty decisions.
• Interfaces with the Operations team for repairs/priorities.
• Escalates to Engineering team as necessary.
• Assisting Sales Agents with quotes and questions about compatibility, kits, performance.
• Be a customer advocate and provide feedback to the Engineering and Leadership teams.
• Serve as a Freefly brand champion and advocate.
• Additional duties may include new product testing, trade show and conference attendance, live product demos, training and sales.

Required Qualifications

• 2+ years experience with operating and troubleshooting drone systems.
• Strong written and verbal communications skills (English).
• Ability to multitask, learn a multitude of tasks/processes, and desire to excel.
• Ability to work without direct supervision.
• Great attitude and desire to hustle.
• Fluent understanding of using web-based software.

Preferred Qualifications

• Professional cinema or enterprise drone experience.
• Experience using drones in an industrial setting (eg mapping, inspections, search and rescue, delivery, live broadcasting, etc).Experience with various drone payloads (eg Lidar, multispectral, delivery, thermal, cinema, photogrammetry, etc).
• Familiarity with Zendesk, Freshdesk or other support ticketing systems.
• Operator of Freefly or equivalent systems.
• Experience working with software/hardware development teams.
• Experience with drones or RC vehicles.
• Experience PX4 or Ardupilot based Flight Controllers.
• Experience in an exacting industry- Medical, Aerospace, Robotics, Nuclear etc.

Details

• Salary range for this position: $45,000 - $80,000/yr.
• Medical, Dental, Vision Benefits available.
• Unlimited Paid Time Off (PTO).
• This position is based in our Headquarters located in Woodinville, Washington. At HQ, we have our engineering, support, and manufacturing teams. This is an onsite position- we are flexible but default should be in-office attendance.
• We’re a small team where everyone wears many hats- you must be able to thrive in that kind of environment. You must be able to tackle problems and ambiguity with a constructive attitude and first principles mindset.
• We’re willing to train someone with the right attitude and talent. We want you to grow with Freefly.
• Even if you don't meet all the listed Required Qualifications but feel like you would succeed at Freefly, please reach out!