Propeller's mission is to provide real time earthworks tracking for everyone. To pave the path to real time, we're building hardware and software solutions that simplify data collection, processing, and analysis for heavy civil and resource operations.

Our customers are essential workers, industrious men and women who pave the roads we drive on, design the landfills we use, and manage our natural resources. We are committed to making their jobs easier by creating products and services which empower them to improve their efficiency and reduce their diesel consumption. 

We believe a win for our customers is a win for Propeller and a win for our planet.

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, providing support to 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. 

The Hardware Support team works in shifts to ensure appropriate coverage for supporting our customers over the phone, email and chat. For this role, you'll be on the 11 AM - 7 PM MT shift, Monday to Friday, to ensure that you have some overlap with your teammates in Australia and the opportunity to support some of our APAC customers.

ABOUT YOU: 

You love helping people solve problems and have experience in a customer-facing technical role or as a member of a support team. 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. 
• Knowledge of GPS technologies. 
• 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.
• Exceptional communication skills.
• You're people-focused and customer service obsessed—you don't let anything stand between the customer and success.
• 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.
• Construction, mining, landfill, or similar industries.
• Surveying.
• Drones and/or ground control points.
• Photogrammetry, radio modems, machine control, and/or GIS.

ABOUT US:

We are 100% about impact and 0% about ego, with everyone here being encouraged to solve their problems creatively, listen to one another and to never stop learning. We work for our collective success, and we welcome you to learn more about us on Glassdoor.

Propeller is for everyone, so come as you are. We're open humans who champion diversity, equity, and inclusion. 

We offer our employees:

• Fully paid employee United Platinum PPO medical, dental, and vision coverage
• Employee share options 
• Professional development benefits; we embrace the journey & practice our passions.
• Monthly telephone and/or internet allowance
• 20 days of paid vacation per year
• Paid parental leave, regardless of gender for both the primary and secondary carer
• Flexible work arrangements

The salary range offered for this role is $57,000 - $67,000. This range is tied to the Colorado market for jobs performed in Colorado. Any salary offer that is extended will be based on job-related education, training, and/or experience. The salary offer will not be based on a candidate's salary history at other jobs, and by law, Propeller will not seek information about salary history, and candidates should not share such information with Propeller.