Customer Support Specialist

About Us. DroneSense is now part of Versaterm, a global public safety solutions company helping agencies transform how they serve their communities. Together, we are building an ecosystem of intuitive tools designed for public safety agencies! Through purposeful integrations and selective growth, Versaterm is advancing public safety technology to improve workflows, deliver better service, and enable better outcomes. As part of this mission, DroneSense provides a critical drone software platform tailored to the unique needs of public safety.

Our comprehensive solution equips First Responders with tools that expand situational awareness, act as a force multiplier, and make drone operations scalable across entire organizations—ultimately leading to more saved lives. Drones are transforming the way First Responders carry out their missions, and DroneSense is driving this evolution within the Versaterm ecosystem. Our Culture. Our team is driven by innovation, expertise, and an unwavering commitment to customer success. Our leaders are experienced engineers, pilots, and entrepreneurs.

We’re building a diverse, collaborative team where individuals can bring their full selves to work, have fun, and feel a strong sense of belonging. Here, you’ll roll up your sleeves alongside teammates who care deeply about their craft, their communities, and each other. As we continue to grow and expand our impact, you’ll have the opportunity to contribute to solutions that enhance community safety and shape the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.

We’re looking for an experienced Customer Support Specialist. The Customer Support Specialist will report to the Support Team Manager and will participate in the daily operations of DroneSense’s customer support department. They will work within the customer support team and ensure that customers receive best in class service to retain relationships and enable the success of the customer’s unique and critical public safety mission. You will be an experienced Customer Support Specialist with UAS experience, versatile, self driven, proactive, and a hands-on key business partner.

What would I bring to the Table?Respond to customer support requests via ticket and phone queue, and respond to inquiries within established SLAsBe accountable for and drive key metrics that ensure the quality and safe usage of our serviceContribute the continued development of the knowledge base and support resourcesCollaborate with internal stakeholders to overcome challenges and find solutions for CustomersCollaborate with Product and Engineering teams to resolve bugs and surface customer feature requestsUsing a consultative approach, identify areas of opportunity to provide Customers with best practices and operating adviceUsing internal tools, document conversations and key highlights, and flag any warning areas to the Support Team ManagerYou are available to work assigned shift rotations as requiredComplete FAA Part 107 Certification within 90 days of onboardingWhile working in a Remote environment actively collaborate with peers across the organizationUp to 10% travel is expected.

Always help firstQualifications2+ years experience as a Customer Support Specialist in a SaaS or professional services organizationPrior experience with UASExcellent problem solving capabilitiesExperience with Key tools such as Excel, Hubspot, Zendesk, Five9s, SlackProven track record in a fast-paced and high growth environmentAbility to dive into details, but also step back and consider a problem strategicallyStrong influencer skillsExperienceA low-ego, team-first mentality. You know when to get your hands dirty and when to lead through influenceExtensive experience managing various stakeholders and building cross-functional relationships across the businessExcellent written and verbal communication skills.

You can always articulate the “why” behind your priorities and recommendationsExperience with DroneSense a bonusDroneSense employees full time US citizens who are current residence in one of the 50 contiguous United States. Though our positions are "remote" we do not work with offshore/near shore individuals or contractors to stay in compliance with our client's requirements.

BenefitsCompetitive Base PayMedical, Dental, and Vision, including a medical plan with 100% employee covered premiumCompany paid Life Insurance and Short Term DisabilityHealth Savings Account matchMedical FSA & Dependent Care Account401(k) with company matchWork from homeWellness benefitsCell phone stipendPaid Vacation TimePaid Sick TimePart 107 Pilot Training & License Paid