Hardware Support Specialist
Propeller
Other Engineering, Customer Service
Denver, CO, USA
Posted on Dec 13, 2024
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 using drones. 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.
- Department
- Customer Success
- Employment Type
- Full Time
- Location
- Denver, CO
- Workplace type
- Hybrid
- Compensation
- $60,000 - $70,000 / year
- Reporting To
- Brendan Miracle, Hardware Support Team Manager
Your Mission
As our Hardware Support Specialist, you’ll make sure we empower each customer to accurately track, map, and measure their earthwork sites with Propeller. Our customers use Propeller’s hardware - drones and smart ground control points - to survey their worksites and track progress and productivity. You will be the expert in data collection, supporting our field-based customers, facing the technical and logistical challenges of collecting their drone surveys.
You’ll support our customers by answering their hardware questions over the phone, email, and chat, and helping them find quick solutions to their problems.
Learn more about your future team HERE!
About You
Learn more about your future team HERE!
About You
You love helping people solve problems and have experience in a customer-facing technical role or as a support team member. You enjoy delivering high-quality remote technical support for customers across North America. We take pride in providing fast, practical, and effective solutions to the end user—and so do you.
You’ll be resolving technical questions and troubleshooting hardware for our customers. You’ll become our subject matter expert on drones and ground control points (GCPs)—you know how to use them and how to fix them! You’re curious and solution-oriented with a bias towards action.
Working collaboratively with our Customer Success Engineers and Account Managers, you’ll be part of a Customer Success Team dedicated to ensuring customers have a positive user experience, from onboarding until renewal. You’ll also work closely with many internal teams including Hardware Engineering, Sales, Data Success, Product, and Logistics; and you’re excited about the insights you’ll gain from these partnerships!
Your Skills
- Experience with remote troubleshooting for customers.
- You’re people-focused and customer service obsessed—you don’t let anything stand between the customer and success.
- You’re articulate. Able to effectively convey technical solutions to customers who are brand new to drones and those who are already familiar with our tech.
- Great interpersonal skills: ability to gel with our customers and support teams and thrive in a process-oriented but flexible and fun environment.
Bonus points for personal experience with, or working knowledge of:
- Diagnosing and resolving technical problems in hardware environments.
- Knowledge of GPS technologies.
- Construction, mining, landfill, or similar industries.
- Surveying.
- Drones and/or ground control points.
- Photogrammetry, radio modems, machine control, and/or GIS.
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
- Employee share options
- Professional development budget and leave
- The opportunity to take part in our mentorship program
- Monthly telephone and/or internet allowance
- Paid primary & secondary parental leave policies
- Hybrid work arrangements and WFH equipment provided
The salary range offered for this role is $60,000-$70,000. This range is tied to the market for this job in Colorado. Any salary offer extended will be based on skills, knowledge, and experience.
About Propeller
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!
Our Hiring Process
Can't see the right role for you? No worries! Just complete the form below to express interest in opportunities at Propeller Aero. Tell us as much about yourself as you like and we'll reach out when a role that suits your interest comes up. Select as many areas of interest as you like in the "Teams" section. We look forward to hearing from you!