Technical Support Specialist

About

Propeller is on a mission to take the guesswork out of moving dirt - reducing wasted fuel, time, and money. We do this through the power of maps.

Our customers use Propeller’s integrated hardware and software products to capture accurate 3D versions of their worksites. With over 50,000 worksites worldwide using Propeller’s smart survey technology, we empower project teams to map, measure, and manage site activity.

Propeller empowers everyone to approach, own, and solve problems creatively. We’re data nerds who care about impact, honesty, and each other. We take pride in being a great place to work. We are proud to be recipients of BI Group's Excellence in Customer Experience award and Inspiring Workplaces of Australasia, being recognized as a Fast Company and BuiltIn Best Place to Work. You can learn more about us on Glassdoor.

Your Mission

As a Technical Support Specialist, you will be the frontline champion for customers mastering earthwork with Propeller’s technology. You will help our customers navigate our innovative hardware (drones and smart ground control points) and our cloud-based software, ensuring they can accurately track, map, and measure their worksites.

This is an entry-level role designed for a technically-minded problem solver. Whether you are a hardware enthusiast who loves troubleshooting equipment or a software-savvy individual with an interest in geospatial data, we will provide the training to help you bridge the gap. You’ll provide fast, practical solutions over phone and email, becoming a vital part of our Global Support Team.

We pride ourselves on providing fast, practical, and effective support, and we're looking for someone who shares that commitment.

Your Responsibilities

• Customer Support: Deliver high-quality remote support for technical issues, managing inbound cases from initial contact through resolution or escalation.
• Drone Survey Foundations: Build proficiency in drone survey methodology and ground control points (GCPs), including diagnosing data-capture and photogrammetry issues.
• Platform Assistance: Help customers navigate the Propeller platform, including file uploads, basic data discrepancies, and site settings.
• Cross-Functional Learning: Work with Customer Success Managers and senior engineers to understand the customer lifecycle and how hardware and software work together.
• Documentation: Help maintain the knowledge base by documenting solutions and common customer how-to questions.

Requirements

Your Skills

• Technical Experience: 0-2 years of experience in a highly-technical customer facing role
• Hospitality Mindset: You possess and consistently demonstrate a hospitality mindset when working with customers: you go above-and-beyond to ensure customers are cared for, you take ownership of problems and display empathy in all interactions.
• Communication: Ability to explain "how-to" steps clearly to users who may not be tech-savvy.
• Technical Troubleshooting: Experience with remote troubleshooting and resolving technical problems in hardware or software environments.
• Customer Centricity: A passion for helping people and experience in a customer-facing technical role.
• Data Driven: You’re data-driven with a bias towards action, and you’re not afraid to get your hands dirty in support of your customers.
• Self-Starter: Experience working remotely maintaining high productivity levels and engagement.
• Adaptability: You are comfortable in a fast-paced environment and are excited to learn new technologies quickly.

Not required but bonus points if you have:

• Personal experience with GPS technologies, photogrammetry.
• Experience in GIS, surveying, or construction technology.
• Knowledge of the construction, mining, or landfill industries.
• Prior experience using Zendesk or another support ticketing platform.

We operate on a hybrid model (two days a week in the Denver office), but we ask for four days in-office during your onboarding period to give you the best possible training and support.

Propeller is for everyone, so come as you are. We value all types of experience, skill, and ability. If you don’t think you meet all the requirements, but still think this role would be a good fit, we’d love to hear from you.

Diversity makes our team more creative, fun, and effective, so bring your whole self to the application process, and we will too! If you’re interested in what life at Propeller is like, check out our employee-owned Medium blog page!

Benefits

• Fully paid employee United Platinum PPO medical, dental, and vision coverage
• 20 day paid vacation time per year with no accrual or carryover cap
• 3% non-elective employer contribution to 401(k)
• Employee share options
• Professional development budget and leave
• The opportunity to take part in our mentorship program
• $100 USD monthly telephone and/or internet allowance
• Paid primary & secondary parental leave policies
• $275 USD one time work from home set up budget, and we'll also send you a laptop, monitor, mouse, and keyboard'

The estimated salary range offered for this role is $60,000 - $72,500. This range is tied to the market for this job in Colorado. Any salary offer extended will be based on skills, knowledge and experience.