Technical Customer Support Engineer

Team: Sales

Location: East Coast United States

Commitment: Full-time

Workplace Type: remote

Responsibilities

Most of your time (about 75%) goes to advanced technical support:

• Own the hardest cases. You take Tier 2 and Tier 3 escalations for US East customers and dealers, the ones the frontline team can’t close on their own.
• Get to the bottom of it. You investigate issues across drone hardware, payloads (RGB, multispectral, LiDAR), flight planning and post-processing.
• Work the problem with Zurich. When a sensor or integration issue needs more than a support ticket, you bring in payload partners and Wingtra’s engineers in Zurich to close it out.
• Check the data, not just the ticket. You review customer datasets for GCPs, PPK, coordinate systems, photogrammetry and LiDAR outputs, and you tell customers exactly what to fix and how.
• Be the person they can count on. For key accounts with an open or recurring issue, you’re the one technical point of contact, so they always know where things stand.
• Keep the record straight. You manage cases, customer history and RMA logistics in HubSpot, and you flag upsell signals to the sales team along the way.
• Turn hard cases into shared knowledge. You write up solved escalations as Knowledge Base articles and internal troubleshooting guides, so the next case goes faster.
• Close the loop with product. You feed recurring issues back to product and engineering, so they hear what customers keep running into.

The rest (about 25%) is professional services and field work:

• Get our dealers up to speed. You run onboarding and certification trainings for dealers, in person and remote.
• Get hands-on with customers. You lead onsite trainings, pilot projects and product demos.
• Back up sales when it counts. Late in a deal, you join sales reps for technical demos, workflow reviews and the survey-specific questions only a surveyor can answer.

Requirements

• You have a bachelor’s degree in geomatics, surveying, civil engineering, GIS or a related technical field, or equivalent experience.
• You’ve spent 3+ years in the geospatial or surveying industry, with hands-on field and office survey work behind you.
• You have a working knowledge of survey control, GNSS, RTK/PPK, coordinate systems and accuracy reporting.
• You’ve processed photogrammetry or LiDAR data in tools like Pix4D, Agisoft Metashape, Trimble Business Center, LiDAR360, QGIS or ArcGIS.
• You troubleshoot in a structured way, and you have the patience to see a hard case through to root cause.
• You write and speak English clearly, and you can explain a technical problem to a customer, a dealer or an engineer.
• You’re based on the US East Coast and ready to travel to customer and dealer sites there, roughly 20-30% of your time.

Plus

• A Professional Land Surveyor (PLS) license, or working toward one.
• Hands-on with UAV (drone) mapping workflows and payload integrations.
• A background in technical support, customer success or pre-sales for a technical product.
• Comfortable working in HubSpot, Zendesk or a similar CRM and ticketing system.
• Confident delivering trainings or technical presentations.
• Time spent at a startup.