AirData UAV · 9 hours ago
Customer Support Engineer
United States
Full-time
Remote
Entry, Mid Level
1+ years expAirData UAV is the largest and fastest-growing online drone fleet management platform, serving over 440,000 active users worldwide. As a Customer Support Engineer, you'll provide first-line support for drone pilots and fleet operators, helping them resolve technical issues and maximize the value of their flight data.
SoftwareDrones
Responsibilities
Help users resolve technical issues with our platform, from basic questions to complex troubleshooting scenarios
Quickly diagnose and triage issues from log files and flight data - you'll become the troubleshooter extraordinaire who solves challenging problems and explains them in simple terms
Provide timely, professional responses via email, chat, and our user forum
Escalate bugs and technical issues to product and engineering teams with clear documentation
Educate users about AirData features, best practices, and training resources
Create and maintain help documentation, FAQs, and troubleshooting guides
Actively monitor and participate in our user forum and community channels
Identify patterns in customer questions to inform documentation and product improvements
Serve as the 'voice of the customer' by gathering feedback and insights from user interactions
Collaborate with product and engineering teams to drive meaningful product enhancements
Monitor and analyze support metrics and KPIs to identify opportunities for service improvement
Champion customer needs in internal discussions and product planning
Qualification
Required
1-3 years of experience in a technical support or customer-facing role
Strong troubleshooting skills and can work through complex issues methodically
Communicate clearly and effectively in writing - you can explain technical concepts to users of all skill levels
Comfortable working independently and taking ownership of customer issues from start to resolution
Thrive in a collaborative environment and work well with cross-functional teams
Self-motivated and organized, able to manage multiple priorities in a fast-paced environment
Comfortable working with log files, basic data analysis, and troubleshooting workflows
Experience with ticketing systems (Jira, Zendesk, or similar) and cloud-based SaaS platforms
Preferred
SaaS experience is a plus
Excited about drones and emerging technology (drone piloting experience is a strong plus!)
Experience as a drone pilot or active participation in the UAV community
Technical background or coursework in aviation, engineering, or related fields
Experience supporting distributed cloud environments
A track record of delivering exceptional customer experiences
Bachelor's degree
Benefits
401(k)
401(k) matching
Dental insurance
Flexible schedule
Health insurance
Life insurance
Paid time off
Vision insurance
Work from home
Company
AirData UAV
Flight data analysis for drones, providing crash prevention information and fleet management software.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Eran Steiner
Founder & CEO
Zev Laderman
Executive Chairman
Company data provided by crunchbase