Technical Support Engineer

About Propeller

Propeller focuses on eliminating uncertainty in earthmoving operations by minimizing wasted fuel, time, and costs through advanced mapping technology. Their integrated hardware and software solutions enable accurate 3D site capture worldwide, empowering project teams to monitor and manage worksite progress efficiently. Recognized for excellence in customer experience and as a top workplace, Propeller fosters a culture of creativity, impact, and integrity.

Role Overview

As a Technical Support Engineer, you will play a pivotal role assisting customers in effectively using Propeller's innovative hardware — including DirtMate, drones, and ground control points — alongside the cloud-based software platform. You will provide expert support throughout the customer lifecycle, guiding them through onboarding, troubleshooting, and adoption of the product to maximize value.

Key Responsibilities

• Conduct onsite installation, troubleshooting, and training for DirtMate and other Propeller devices at customer worksites, including occasional drone operations.
• Provide comprehensive remote technical support to resolve hardware and software issues via phone and email channels.
• Serve as the principal expert on DirtMate, drone surveys, and ground control points, assisting customers with data collection challenges and photogrammetry-related concerns.
• Analyze and resolve issues in customer datasets and support file exchanges involving design and CAD formats.
• Collaborate with internal teams such as Customer Success, Sales, Engineering, and Logistics to enhance customer experience and facilitate issue resolution.
• Maintain a weekly presence in the office for four days, participating in site visits as necessary, with travel throughout Australia.

Required Qualifications

• Minimum two years experience in a technically demanding, customer-facing role, preferably in industries involving machinery like construction or mining.
• Strong troubleshooting skills across both hardware and software environments, capable of addressing complex problems.
• A customer-first approach, demonstrating ownership, empathy, and thorough communication.
• Understanding of surveying equipment and field survey practices.
• Adaptability to fast-changing environments with structured processes.
• Data-oriented mindset with hands-on involvement in customer support activities.

Preferred Experience

• Knowledge of drone operation, GIS, photogrammetry, or aerial data collection.
• Familiarity with construction, mining, or landfill sectors.
• Experience with support ticketing systems such as Zendesk.
• Possession of a remote pilot license (Part 107).

Benefits

• Stock options for employees.
• Allocated budget and leave for professional growth.
• Access to mentorship programs.
• Mental health support resources.
• Monthly allowances for phone and internet expenses.
• Paid parental leave policies for primary and secondary caregivers.
• Flexible hybrid work options with necessary equipment provided for working from home.