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About the Role

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

Responsibilities

Install and troubleshoot DirtMate and Propeller products on machines at customer worksites, including on-site DirtMate hardware training and virtual installation.
Travel out to worksites to provide ongoing support and training, and fly drones as needed.
Deliver high-quality technical support for hardware and software issues, managing inbound cases through to resolution or escalation.
Support customers via phone and email channels.
Be the go-to 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 the root cause of errors or discrepancies.
Support design files, pre-processed data, and CAD files imported into or exported from Propeller.
Work closely with Customer Success Managers and other stakeholders to ensure a positive, consistent experience.
Partner with Customer Success, Sales, Geospatial Solutions, Product & Engineering, and Logistics to escalate issues, share insights, and improve the customer experience.

Requirements

2+ years in a highly technical, customer-facing role, ideally on earthwork environments with machinery and equipment (e.g. construction, mining, or similar).
A fixer/DIY mindset with genuine comfort doing site and field work.
Proven experience with troubleshooting and resolving technical problems in hardware and software environments.
Consistently demonstrate a hospitality mindset when working with customers.
Highly articulate with the ability to explain technical solutions clearly to both beginners and experts.
Familiarity with surveying equipment (total stations, rovers, etc.) and in-field surveying practices.
Ability to pick-up new technology fast and thrive in a process-oriented but quickly evolving and flexible environment.
Data-driven with a bias towards action.
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).
Have a remote pilot license (Operator Accreditation Certificate) (nice-to-have).

Skills

Technical Troubleshooting
Hospitality Mindset
Communication
Surveying know-how
Adaptability
Data Driven

Location

Australia

Work Type

Hybrid
Onsite
Remote

Experience Level

2+ years

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.
We’re data nerds who care about impact, honesty, and each other.
We take pride in being a great place to work.
Recipients of BI Group's Excellence in Customer Experience award and Inspiring Workplaces of Australasia.
Recognized as a Fast Company and BuiltIn Best Place to Work.