Consultant of Product Support

DroneDeploy; Johannesburg; Remote; ZAR 360 000 - 600 000; Full time

Job summary

A leading company in drone technology is seeking a Consultant for their Product Support team. This fully remote role focuses on providing exceptional customer service and support for drone flight and data processing. Ideal candidates will have a background in GIS or related fields, strong troubleshooting skills, and a genuine desire to help customers. The position offers flexible work schedules and opportunities for professional development.

Benefits

Flexible work schedules

Family paid leave

Paid healthcare

Professional development

Wellbeing activities

Paid time off

Employee referral bonuses

Commuter savings

Qualifications

• Strong troubleshooting and logical thinking skills.
• Excellent written and verbal communication skills.

Responsibilities

• Resolve customer tickets promptly via email, chat, and phone support.
• Collaborate with Engineering and Product Management teams.

Skills

Troubleshooting

Communication

Time Management

Logical Thinking

Customer Empathy

Education

BSc in GIS, Geomatics, Surveying, or Civil Engineering

Tools

Zendesk

JIRA

Confluence

Google Suite

Job description

About DroneDeploy: Build with certainty, operate with confidence. Thousands of construction, oil and gas, and renewable energy companies use DroneDeploy daily to automate reality capture using drones, robots, and 360 cameras. This data is integrated into one platform for AI-powered analysis, supporting tasks from aerial views of construction progress to automated gauge readings and methane leak detection.

Our Culture

At DroneDeploy, we thrive in a remote-first culture driven by innovation. Recognized as a Best Place to Work in the SF Bay Area and on America’s Best Startups list, our team is dynamic, purpose-driven, and committed to delivering top-tier reality capture software. We offer opportunities for professional and personal development, flexible schedules, family-friendly benefits, and remote work options.

Role Overview

As a Consultant in our Product Support team, you’ll be an expert in drone flight and our 3D data platform. We prioritize excellent customer experience through continuous learning, knowledge sharing, and customer empathy. This fully remote role suits those passionate about helping others in a fast-paced, high-tech environment, with ideas to improve team effectiveness and efficiency. A commitment to equity and inclusion is essential.

Responsibilities

1. Use troubleshooting skills to help customers resolve issues with drone flights, ground imagery capture, or data processing and analysis.
2. Resolve customer tickets promptly via email, chat, and phone support in Zendesk.
3. Identify process and tool improvements to support our scaling support team.
4. Contribute to internal and external documentation to enhance our knowledge base.
5. Employ active listening, customer empathy, and de-escalation skills to maintain and grow customer relationships.
6. Collaborate with Engineering, Product Management, and UX teams to address customer pain points and suggest product improvements.

Requirements

1. BSc, AS/AAS Degree, or Certificate in GIS, Geomatics, Surveying, Civil Engineering, or equivalent experience.
2. Deep empathy and a genuine desire to help others, even in challenging situations.
3. Strong troubleshooting and logical thinking skills.
4. Excellent time management and prioritization skills.
5. Ability to recognize patterns indicating deeper technical issues.
6. Excellent written and verbal communication skills, with the ability to explain complex concepts simply.
7. Curiosity and a thirst for knowledge.
8. Availability to work one of the specified shifts: Monday - Friday, 8:00AM - 5:00PM, 9:00AM - 6:00PM, or 10:00AM - 7:00PM SAST.

Nice to Have

1. Knowledge or experience in construction, agriculture, energy, facilities, or related fields.
2. Experience in remote sensing, drone flying, or using 360 cameras.
3. Training or experience in CAD, construction software, or geospatial software.
4. Experience with APIs, SSO, SQL queries.
5. Familiarity with JIRA, Confluence, Zendesk Suite, Google Suite.
6. Interest in photography.

Additional Information

Employee offerings and benefits (may vary by location) include an innovative company culture, drone pilot certification, flexible work schedules and locations, family paid leave, paid healthcare, professional development, wellbeing activities, paid time off, employee referral bonuses, and commuter savings. DroneDeploy is an equal opportunity employer committed to data security and privacy. For more information, please refer to our privacy policies during the recruiting process.