Product Support Associate

Procore Technologies is the leading technology partner for every stage of construction. We empower construction teams to drive efficiency and mitigate risk through actionable AI & data-driven insights. For over 20 years, we have been transforming the industry with purpose-built solutions for construction professionals and we’re looking for talented people to help us build together.

We are looking for a Product Support Associate to troubleshoot complex reality capture workflows across our DroneDeploy platform and resolve customer drone, 360-camera, and GIS processing issues. As the Product Support Associate on our Customer Support team, you will work closely with Engineering, Product Management, and UX teams to advocate for customer needs, refine workflows, and deliver technical resolutions. Your strengths in GIS technology, technical troubleshooting, and customer de-escalation will drive your success.

You will report to the Manager, Customer Support and will be based in our Dublin office.

What You’ll Do

- Use your GIS knowledge to help our customers resolve issues when using our products to fly drones, capture ground-based imagery with 360 cameras, or process and analyze collected spatial data.

- Rapidly and accurately resolve customer tickets via email, chat, and phone-based support in Zendesk to drive customer retention and operational efficiency.

- Identify opportunities to improve processes and support tools to help scale our global support operations.

- Contribute to and refine our internal and external knowledge bases to empower self-service resolution and onboard team members.

- Apply active listening, customer empathy, and de-escalation skills to protect customer satisfaction and nurture long-term relationships.

- Advocate for customers by collaborating directly with Engineering, Product Management, and UX teams to surface feedback and inform product improvements.

What You Bring

- Bachelor's degree or higher in Geographic Information Systems (GIS), Geomatics, or a related field, or equivalent practical experience.

- Demonstrated customer empathy and active listening skills with an ability to navigate challenging customer conversations effectively.

- Strong technical troubleshooting and logical problem-solving abilities to identify underlying software and hardware issues.

- Proven time management and prioritization skills within a high-volume support environment.

- Strong analytical ability to recognize patterns indicating deeper technical or systemic software issues.

- Professional written and verbal English communication skills, with experience translating complex geospatial concepts into accessible instructions.

- Strong curiosity and commitment to continuous learning and technical skill development.

- Availability for occasional work-related domestic travel for company events, conferences, and training.

- Availability to work standard team hours: Monday – Friday, 8:00 AM – 5:00 PM (or 9:00 AM – 6:00 PM) with a one-hour unpaid meal break.

Strong-fit Background Might Include

- GIS Technician / GIS Analyst

- Reality Capture / Drone Operations Specialist

- Technical Support Specialist (SaaS / Geospatial)

- Surveying & Geomatics Field Specialist

Additional Information

Base Pay Range:
31,200.00 - 42,900.00 EUR Annual
This role may also be eligible for Equity Compensation and/or Bonus Incentive Compensation. Procore is committed to offering competitive, fair, and commensurate compensation. Actual compensation will be based on a candidate’s job-related skills, experience, education or training, and location.