Airware is hiring a

Customer Support Engineer (CSE)

San Francisco, United States

As a Customer Support Engineer (CSE) you will provide an outstanding level of support (application, technical and otherwise) to Airware’s customers.  The CSE’s charter is to create ‘delighted customers’.  You will be helping us to create a world-class organization in a revolutionary industry.    The industry is rapidly evolving, and our platform is at the heart of it!  Help us to support a complex product stack consisting of SAAS, installed software, and hardware.   By responding to customer requests, replicating and resolving customer issues, logging and managing cases, and  performing in-depth analysis of issues, you will ensure the customer a positive experience and foster great relationships.   You will be providing in-depth, analytical, procedural, functional and technical assistance to Airware customers with a dedication to customer success, while maximizing customer satisfaction and promoting added value with every interaction.

Necessary Skills and Experience

  • Experience supporting software SAAS or locally installed.
  • Excellent track record in providing outstanding customer service with 3 years minimum experience.
  • Ability to rapidly adapt to or develop in expertise in new technologies.
  • Must be able to work without a script.
  • Can’t have only call center experience, need startup or some other equivalent.    
  • Collaborate and interface with other teams in a professional manner to achieve common goals.

Communication Skills:

  • Fluent English + French is a plus
  • Effective written and oral communication skills, professional communication via e-mail, or other written media, and the ability to positively interact at a professional level on the phone.
  • Ability to read, analyze and interpret general business requirement documents, technical procedures or governmental regulations.
  • Ability to write reports, technical notes, business correspondence and procedures.
  • Ability to effectively present information and respond to questions from managers, clients, customers and the general public.

Technical Skills:

  • Solid understanding of computing processes
  • Previous experience using a CRM (eg. Salesforce, Zendesk)
  • Word/Google Docs, Excel, Viso/Lucidchart, project management software
  • Basic knowledge of Browser Technology

Problem Solving and Analytical Skills:

  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Must be available some weekends/evenings
Ability to do shift work
BA or Equivalent  

Beneficial Skills and Experience

  • Ability to effectively communicate across an organization
  • Has supported hardware
  • UAV Experience
  • Knowledge Base management
  • Experience supporting Enterprise Customers
  • Phone System management
  • CRM Management
  • A background in surveying, GIS, mining, agriculture, conservation or environmental studies is a plus.
  • Minimum of 3 years relevant experince 

How to Apply and What to Expect:

In addition to a resume, please include a short explanation of your background, accomplishments (links to past projects are always helpful), and what excites you about Airware. This will help us to get a multi-dimensional view of who you are and connect you with the right person at Airware.

Be prepared to have a detailed technical discussion with a member of our team over the phone or via video chat. Be prepared to spend a half-day at our office with the Airware team.

About Airware:

Airware offers complete enterprise drone solutions that are built on the Aerial Information Platform, so that aerial data becomes an extension of a company’s existing data management systems. Airware’s comprehensive set of technology enables enterprises to plan, capture, and analyze aerial data, all within an enterprise workflow.  Based in San Francisco, Airware has built a cross-disciplinary team of experts in aerospace, robotics, geospatial, hardware, software, and cloud. Founded in 2011, Airware has raised more than $70 million to date from investors including Andreessen Horowitz, Kleiner Perkins Caufield & Byers, NextWorld Capital, First Round Capital, Google Ventures, GE Ventures, and Intel Capital.

Check out our opportunities at Airware.com/careers or @Airware on Twitter.