Operations Specialist

Description

About vHive:

vHive is seeking an experienced UAV professional to provide training and technical support to drone pilots worldwide. This role is focused on assisting both customers and vendors in the field, ensuring they can effectively use vHive’s autonomous data acquisition software.

The ideal candidate will have advanced technical knowledge of drones, strong troubleshooting skills, and experience managing large-scale pilot support operations. Additionally, this role requires strong organizational skills, an understanding of project workflows, and the ability to assist the Project Manager (PM) in coordinating tasks and tracking progress.

Key Responsibilities:

Training & Technical Support:

• Conduct online training sessions and Q&A discussions to onboard and support drone pilots using the vHive platform.
• Provide real-time troubleshooting assistance to pilots encountering technical or operational issues.
• Guide pilots on best practices for drone operations, photogrammetry, and 3D mapping workflows.

Project Coordination & Workflow Management:

• Work closely with the Project Delivery team to assist in tracking and managing pilot support tasks and providing feedback and status reports.
• Help maintain structured workflows, documentation, and reporting to improve efficiency.
• Assist in coordinating cross-functional communication between pilots, R&D, and Product teams.
• Develop tools and processes to enhance issue tracking, resolution, and reporting for support cases.
• Understanding project delivery workflows in a software environment, helping to meet deadlines and maintain quality standards.

Technical Expertise & Process Improvement:

• Become a subject matter expert in vHive’s mobile application and field operations.
• Identify, document, and escalate issues to the using a support ticketing platform (Jira) and helping to resolve related support tickets
• Contribute to the creation and maintenance of training materials, user guides, and FAQs.
• Collect and analyze user feedback to help prioritize feature enhancements.

Requirements

• Valid FAA Drone Pilot Certificate.
• 2-3 years of experience flying drones with backup documentation if requested.
• Deep understanding of flight controls, aerodynamics, aviation weather, safety, and autonomous drone applications.
• Experience with DJI consumer and enterprise drones and applications.
• Fluent in English (Spanish highly desired; French and Portuguese are a plus).
• Proficiency in Microsoft Office, Google Drive, JIRA, and project-tracking tools.
• Availability for rotating weekend on-call support.
• Ability to travel occasionally (<10%).
• Note: This is a 100% remote position. CVs must be submitted in English. Position reports to the Director of Operations

Desired Qualifications:

• Prior experience in drone-related technical support, training, or customer service.
• Strong troubleshooting skills with the ability to handle multiple pilot support requests efficiently.
• Familiarity with digital twins, photogrammetry, 3D mapping software (Insta360, Matterport), and drone data processing tools.
• Experience in collecting data related to telecommunications sites
• Strong organizational and project management skills with an ability to track, prioritize, and follow up on tasks.
• Experience working in a fast-paced, global, remote team environment.
• Excellent communication skills and ability to explain technical concepts clearly to both pilots and internal teams.
• Working with a “start-up” mindset that is focused on providing solutions and being creative
• Locations - Texas, Huston, Chicago & Florida.

Nice to have