Technical Support Team Manager
Core
Strategic leader responsible for the success, efficiency, and performance of Propeller's Technical Support Team, ensuring fast, practical, and effective support across integrated hardware (Drones, DirtMate, Aeropoints) and cloud-based software.
Role type
Senior IC Technical Support Team Manager
Builds
Customer support function for Propeller's smart survey technology (hardware and software)
Domain
SaaS / Hardware + Software / Geospatial
Required skills
Team leadership and coaching, Technical troubleshooting (hardware/software), KPI definition and data analysis, Process improvement, Cross-functional collaboration, Knowledge base management
Preferred skills
Construction/mining/civil engineering domain knowledge, Geospatial tools and photogrammetry, Zendesk administration, Remote pilot license (Part 107)
Technologies
Drones, DirtMate, Aeropoints, Zendesk, GPS, Photogrammetry
Responsibilities
Manage team capacity, queue coverage, and case assignment strategies; Coach and mentor Technical Support Specialists and Engineers; Define and execute Technical Support strategy; Analyze support metrics to identify bottlenecks; Act as liaison between Support and Engineering/Product/Customer Success teams; Serve as primary point of contact for high-priority customer escalations
Seniority
Senior, hands-on IC
