Product Support Associate (Geospatial)

TL;DR

Product Support Associate (Geospatial): Providing front-line technical expertise for drone flight, 360 capture, and mapping tools with an accent on troubleshooting mobile, web, and field workflows. Focus on diagnosing root causes of flight planning and processing issues, managing ticket queues in Zendesk, and feeding customer signals back to product teams.

Location: Remote (USA) — Must be based in the Mountain or Pacific time zones

Company

hirify.global provides drone flight, 360 capture, and mapping tools to help industries like construction and agriculture safely capture data and reduce rework.

What you will do

• Resolve customer tickets via email, chat, and phone in Zendesk, meeting established SLAs.
• Diagnose technical issues across flight planning, 360 capture, uploads, and visualization.
• Identify recurring product themes and edge cases for escalation to Product and Engineering teams.
• Develop and update customer-facing help documentation and internal runbooks.
• Utilize AI-enabled support tools to research issues and draft high-quality customer responses.
• Handle high-pressure customer conversations with empathy and professional de-escalation.

Requirements

• At least one year of experience as a commercial drone pilot or a degree/certificate in GIS, Geomatics, or a related geospatial field.
• Strong troubleshooting instincts and the ability to break complex problems into testable hypotheses.
• Proven ability to prioritize and manage a ticket queue independently.
• Excellent written and verbal communication skills for translating technical details into clear guidance.
• Ability to work an early-day schedule aligned to Pacific or Mountain Time.
• Must obtain a USA–Part 107 license within the first 90 days of employment.

Nice to have

• Experience in construction, surveying, agriculture, energy, or facilities.
• Knowledge of 360 cameras, RTK/PPK, or GIS/CAD/photogrammetry tools.
• Familiarity with APIs, SSO, SQL, JIRA, Confluence, or Zendesk.
• Fluency in Korean, Japanese, Spanish, or Portuguese.

Culture & Benefits

• Remote work flexibility within the US.
• Opportunity to build expertise in drones, geospatial data, and 3D reality capture.
• Clear growth paths into Technical Support, Customer Success, or Product Management.
• AI-enabled work environment that encourages smart tooling and efficient communication.
• Periodic in-person company events, training sessions, and team gatherings.