# Technical Support Engineer **Company:** [Propeller](http://jobs.workable.com/companies/oeSeKwpvhUeofKqK7pr9BH.md) **Location:** Sydney, Australia **Workplace:** on site **Employment type:** Full-time **Department:** Customer Success [Apply for this job](http://jobs.workable.com/view/98f1bb27-3b4c-48e5-804c-2c1d6c4558f1) ## Description 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. 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](https://www.bintelligence.com/about-us) Excellence in Customer Experience award and [Inspiring Workplaces](https://www.inspiring-workplaces.com/awards/australasia/top-10-2024-winners-australasia) of Australasia, being recognized as a [Fast Company](https://www.fastcompany.com/90724356/most-innovative-companies-asia-pacific-2022) and [BuiltIn](https://www.builtincolorado.com/awards/best-midsize-places-to-work-colorado-2022) Best Place to Work. You can learn more about us on [Glassdoor](https://www.glassdoor.com.au/Reviews/Propeller-Aero-Reviews-E1279646.htm). ## Requirements ### Your Mission As a Technical Support Engineer, you'll help our customers master earthwork with Propeller's cutting-edge technology. You'll be the crucial link between our innovative hardware (dirtmate, drones, and smart ground control points) and software (our cloud-based workspace) and the customers who rely on them to track, map, and measure their worksites. As part of the Global Customer Support Team, you'll see the whole customer lifecycle and use that visibility to ensure our customers are always getting the best possible experience. You will be the expert in data collection, supporting our field-based customers as they face the technical and logistical challenges of drone surveys. You'll also guide customers through their first DirtMate Site onboarding across both hardware and software, troubleshoot DirtMate issues in the field, and drive product adoption so customers realise the full value of the platform. Every day will bring new challenges as you tackle hardware, technical, and software questions, providing fast and practical solutions remotely and onsite. We pride ourselves on providing fast, practical, and effective support, and we're looking for someone who shares that commitment. ### Your Responsibilities - **Onsite Installation & Support**: Install and troubleshoot DirtMate and Propeller products on machines at customer worksites, including on-site DirtMate hardware training and virtual installation. You will travel out to worksites to provide ongoing support and training, and flying drones as needed. - **Remote Support:** Deliver high-quality technical support for both hardware and software issues, managing inbound cases through to resolution or escalation across a wide range of complexity. On top of onsite installation and support, you will also support customers via phone and email channels. - **Subject Matter Expertise:** Be the go-to subject-matter expert on DirtMate, drone surveys and ground control points (GCPs) — you’ll know how to use them, troubleshoot them, and fix them. You will diagnose and recommend changes to data-capture practices and photogrammetry issues (such as holes in datasets or blurry orthomosaic imagery). - **Platform Knowledge:** Troubleshoot customer datasets to identify the root cause of errors or discrepancies, and support design files, pre-processed data, and CAD files imported into or exported from Propeller. - **Cross-Functional Collaboration:** Work closely with Customer Success Managers and other stakeholders to ensure a positive, consistent experience from onboarding through renewal. - **Internal Partnership:** Partner with Customer Success, Sales, Geospatial Solutions, Product & Engineering, and Logistics to escalate issues, share insights, and improve the customer experience. _This role is required to do 4 in-office days per week (including a site day), with flexibility to travel out to customer sites in Australia._ ### Your Skills - **Technical & hands-on background:** 2+ years in a highly technical, customer-facing role, ideally on sites with machinery and equipment (construction, mining, or similar). A fixer/DIY mindset with genuine comfort doing site and field work. - **Technical Troubleshooting:** Proven experience with troubleshooting and resolving technical problems in hardware and software environments, from simple fixes to complex, multi-layered problems. - **Hospitality Mindset:** You possess and consistently demonstrate a hospitality mindset when working with customers: you go above-and-beyond to ensure customers are cared for, you take ownership of problems and display empathy in all interactions. - **Communication:** Highly articulate. You take ownership, show empathy, and can explain technical solutions clearly to both beginners and experts. - **Surveying know-how:** Familiarity with surveying equipment (total stations, rovers, etc.) and in-field surveying practices. - **Adaptability:** Ability to thrive in a process-oriented but quickly evolving and flexible environment. - **Data Driven:** You’re data-driven with a bias towards action, and you’re not afraid to get your hands dirty in support of our customers. **Nice-to-haves** - Familiarity with drones, GIS, photogrammetry, or aerial data capture. - Knowledge of the construction, mining, or landfill industries. - Prior experience using Zendesk or another support ticketing platform. - Have a remote pilot license (Part 107). ## Benefits - Employee share options - Professional development budget and leave - The opportunity to take part in our mentorship program - Mental health resources  - Monthly telephone and/or internet allowance - Paid primary & secondary parental leave policies  - Hybrid work arrangements and WFH equipment provided