Role Description As a Technical Support Specialist (GIS Analyst) , you’ll become an expert in cutting-edge technology...our drone flight and 3D data platform! We are serious about providing a top-notch customer experience through continuous learning, knowledge-sharing, and deep customer empathy. You will collaborate with both your fellow Support folks around the world and cross-functional teams to resolve customer issues and help improve our products! - Use your drone flight and GIS knowledge to help our customers resolve any issues they may have when using our products to fly their drones, capture ground-based imagery with their 360 camera, or process and analyze collected data. - Rapidly and accurately resolve customer tickets via email, chat, and phone-based support in Zendesk. - Look for ways to improve processes and tools to help us scale our global support team. - Continue growing and refining our knowledge base by contributing to both internal and external documentation. - Use your active listening, customer empathy, and de-escalation skills to maintain and grow customer relationships. - Advocate for our customers by collaborating directly with Engineering, Product Management, and our UX team on customer pain points or other product improvements. Qualifications - Fluency in English and Portuguese (written and spoken), with the ability to clearly explain technical concepts in a simple, user-friendly way. - A bachelor’s degree or higher in Geographic Information Systems (GIS), Geomatics, or a related field, with a strong interest in geospatial technologies. - Strong problem-solving and troubleshooting skills, with the ability to recognize patterns that may indicate deeper technical issues. - Excellent time management and prioritization skills, allowing you to manage multiple tasks effectively in a fast-paced environment. - A customer-first mindset with deep empathy and a genuine desire to help others, even in challenging situations. - Clear and effective written and verbal communication skills, including the ability to document processes and share knowledge with internal teams. - Curiosity and a continuous learning mindset, with a strong desire to expand technical knowledge and skill sets. Requirements - Email only support. - Contractor position. - Training Schedule: Monday-Friday, 9:00 am - 6:00 pm, Saturday and Sunday off. - Work Schedule: Monday-Friday, 8:00 am - 5:00 pm, Weekends off. - Remote work location: Brazil. - Expected Start Date: ASAP. Benefits - Remote working arrangement. - Be part of a people-first, values-driven organization. - Work with innovative global partners and diverse teams. - Competitive base salary. - Generous paid time off. - Comprehensive benefits package including medical, dental, and vision options. - Training opportunities provided by Crescendo and outside entities. - 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development.

• Quickly learn and understand the company’s Next.js, React, Node.js, and Supabase codebase. • Investigate customer-reported issues and reproduce bugs within the application. • Use Cursor or similar AI-powered development tools to trace errors and identify root causes. • Debug front-end and back-end systems, including APIs, databases, and application logic. • Implement maintainable fixes using TypeScript across the application stack. • Improve edge-case handling, reliability, and overall application performance. • Draft clear and professional customer emails explaining issues, resolutions, and next steps. • Provide calm and empathetic support during high-pressure customer situations. • Collaborate with product, QA, and engineering teams to prioritize and resolve issues. • Assist with patch releases and ongoing platform improvements. • Update internal documentation, runbooks, and knowledge base articles to improve future support processes.

• Quickly learn and understand the company’s Next.js, React, Node.js, and Supabase application architecture. • Investigate customer-reported issues and reproduce bugs across the platform. • Use Cursor or similar AI-assisted development tools to trace errors, inspect code, and identify root causes. • Write clean, maintainable TypeScript code to resolve bugs and improve application stability. • Contribute fixes across both frontend and backend systems. • Communicate technical solutions clearly through customer-facing emails. • Help customers troubleshoot issues while maintaining professionalism and empathy during challenging situations. • Collaborate with Product, QA, and Engineering teams to prioritize fixes and improve product reliability. • Document common issues, solutions, and troubleshooting processes within internal knowledge bases. • Assist with monitoring, testing, and continuous improvement initiatives.

• Quickly learn and understand the company’s Next.js, React, Node.js, and Supabase application architecture. • Investigate customer-reported issues and reproduce bugs within the application. • Use Cursor or similar AI-assisted development tools to inspect code, analyze call stacks, and identify root causes. • Develop and deploy maintainable TypeScript fixes across both frontend and backend systems. • Improve edge-case handling, application reliability, and performance. • Write clear and customer-friendly email responses explaining technical issues and resolutions. • Support customers professionally and calmly during high-pressure situations. • Collaborate with Product, QA, and Engineering teams to prioritize urgent issues and releases. • Contribute to internal documentation, knowledge bases, and support runbooks. • Help improve monitoring, alerting, and recurring issue prevention processes.