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About the Role

As a Technical Support Engineer, you'll help customers master earthwork with Propeller's technology. You'll be the crucial link between our hardware and software products and the customers who rely on them. You will be the expert in data collection, supporting field-based customers with technical and logistical challenges of drone surveys, guiding customers through DirtMate Site onboarding, troubleshooting DirtMate issues, and driving product adoption.

Responsibilities

Install and troubleshoot DirtMate and Propeller products on machines at customer worksites.
Provide on-site DirtMate hardware training and virtual installation.
Travel to worksites to provide ongoing support and training, and fly drones as needed.
Deliver high-quality technical support for hardware and software issues via phone and email.
Manage inbound cases through to resolution or escalation.
Serve as the subject-matter expert on DirtMate, drone surveys, and ground control points (GCPs).
Diagnose and recommend changes to data-capture practices and photogrammetry issues.
Troubleshoot customer datasets to identify root causes of errors or discrepancies.
Support design files, pre-processed data, and CAD files imported into or exported from Propeller.
Collaborate with Customer Success Managers and stakeholders to ensure a positive customer experience.
Partner with Customer Success, Sales, Geospatial Solutions, Product & Engineering, and Logistics to escalate issues and share insights.

Requirements

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.
Proven experience troubleshooting and resolving technical problems in hardware and software environments.
A hospitality mindset when working with customers.
Ability to thrive in a process-oriented but quickly evolving and flexible environment.
Data-driven with a bias towards action.
Familiarity with surveying equipment (total stations, rovers, etc.) and in-field surveying practices.
Familiarity with drones, GIS, photogrammetry, or aerial data capture (nice-to-have).
Knowledge of the construction, mining, or landfill industries (nice-to-have).
Prior experience using Zendesk or another support ticketing platform (nice-to-have).
Possession of a remote pilot license (Part 107) (nice-to-have).

Skills

Technical Troubleshooting
Communication
Data Capture
Photogrammetry
Drone Surveys
Ground Control Points (GCPs)
Hardware Support
Software Support
Customer Support
Installation
Training
Problem Solving
Adaptability
Data Analysis

Location

Australia

Work Type

Hybrid
Onsite
Remote

Experience Level

Mid-level

Benefits

Employee share options
Professional development budget and leave
Mentorship program
Mental health resources
Monthly telephone and/or internet allowance
Paid primary & secondary parental leave policies
Hybrid work arrangements
WFH equipment provided

About the Company

Propeller is on a mission to take the guesswork out of moving dirt, reducing wasted fuel, time, and money through integrated hardware and software products.
Customers use Propeller’s products to capture accurate 3D versions of their worksites.
Over 50,000 worksites worldwide use Propeller’s smart survey technology.
Propeller empowers everyone to approach, own, and solve problems creatively.
The company culture values impact, honesty, and each other.
Propeller has received awards such as BI Group's Excellence in Customer Experience, Inspiring Workplaces of Australasia, Fast Company, and BuiltIn Best Place to Work.