[Remote - California Residents Only]
AirData.com is the largest and fastest-growing online drone fleet management platform, serving 440,000+ active users worldwide from our headquarters in El Dorado Hills, California. We provide crash prevention information, live streaming, and flight data analysis for drone pilots and fleet operators around the globe.
We're seeking a technically-minded problem solver based in California with a passion for helping customers succeed. As a Technical Support Representative, you'll be the first line of support for drone pilots and fleet operators, helping them maximize the value of their flight data. This is a fully remote role open to candidates located in California. You'll troubleshoot complex technical issues, educate users on best practices, and serve as the critical voice of the customer to our product and engineering teams.
What you'll do:
Customer Support & Problem Solving
- 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
Customer Education & Engagement
- 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
Customer Advocacy & Product Feedback
- 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
Who we're looking for:
- You have 0-3 years of experience in a technical support or customer-facing role (SaaS experience is a plus)
- You're naturally curious and enjoy learning how things work
- You're not afraid to dig into a problem you haven't seen before and figure it out
- You communicate clearly in writing and can break down technical topics for users of all skill levels
- You're comfortable working independently and taking ownership of customer issues from start to resolution
- You thrive in a collaborative environment and work well with cross-functional teams
- You're excited about drones and emerging technology (drone piloting experience is a strong plus!)
- You're self-motivated and organized, able to manage multiple priorities in a fast-paced environment
- You're willing to learn how to work with log files, basic data analysis, and troubleshooting workflows
- Familiarity with ticketing systems (Jira, Zendesk, or similar) and cloud-based SaaS platforms is a plus
Nice to have:
- 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
Why you'll love working at AirData:
- Make a direct impact on the safety and success of drone operators worldwide
- Work with cutting-edge drone technology and flight data
- Join a small, collaborative team where your voice matters
- Grow your technical skills while building expertise in the rapidly expanding drone industry
- Flexible remote work environment
About AirData:
Founded in 2015, AirData has processed over 59 million flights and averages 25,000 flights per day. Our platform uses vast amounts of flight data and unique mathematical algorithms to provide state-of-the-art crash prevention, advanced maintenance tracking, and pilot management for fleet operators worldwide.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
- Work from home
Schedule:
Experience:
- Technical Support or Customer Support: 0-3 years (Preferred)
- SaaS or Cloud Platforms: 1 year (Preferred)
Work Location: Remote (California)
