Job Location: Chennai
Night Shift: Yes
Our Division: CCFS Cloud Software
The Technical Customer Support role is crucial for providing high-level technical assistance to end-users, field engineers, and technicians specifically dealing with UAV photogrammetry and mapping workflows. This role involves diagnosing, troubleshooting, and debugging complex processing errors in sophisticated cloud and desktop-based photogrammetry software.
You will be a key player in addressing issues where primary product support has not resolved software problems, particularly regarding spatial inaccuracies, alignment failures, and coordinate system mismatches. Additionally, you will contribute to product improvement by reporting design and reliability issues related to the photogrammetry engine and user interface. You will serve as a vital liaison between dealers, customers, and Trimble, providing enterprise-level support for geospatial products and services.
Problem Analysis and Reporting: Identify root causes of systematic errors in mission data and report bugs to the engineering teams.
Customer Installation and Training: Assist customers in setting up workflows for RTK/PPK data integration and Ground Control Point (GCP) management.
Documentation and Knowledge Sharing: Create FAQs and troubleshooting guides focused on best practices for mission correction.
Advanced Technical Support: Resolve complex photogrammetry processing failures, including "doming" effects, holes in meshes, and stitching errors.
Bachelor's degree in Geomatics, Civil Engineering, GIS, or a relevant technical field.
Exceptional troubleshooting skills regarding spatial data and 3D modeling.
Ability to work in different shifts, including night shifts, to support global regions.
Proven experience or willingness to upskill in providing technical support for complex computer systems or photogrammetry software (e.g., Trimble Business Center, UASMaster, Applanix, Pix4D)
Practical experience or willingness to upskill domain knowledge in civil construction and earthworks to understand customer goals like calculating earth movements, measuring materials, generating surfaces, etc.
Product Knowledge: In-depth understanding of GIS, photogrammetry principles, including bundle block adjustment, orthomosaic generation, and point cloud densification.
Manual Data Processing and Correction: The ability to take over and manually re-process jobs that fail the initial cloud automation. This involves understanding the processing parameters and adjusting settings to achieve a successful outcome when the automated engine cannot.
Point Cloud Cleanup and Editing: Proficiency in manually manipulating point clouds. This includes using software tools to clean up "noise" and remove erratic objects like vegetation spikes, equipment, vehicles, and poorly classified stockpiles that the automated AI failed to segment properly.
Data Preparation and Quality Assurance (QA): Skills in data preparation and providing QA services. This requires the ability to read and interpret QA processing reports—such as analyzing image quality histograms, checking image overlap, and diagnosing Ground Control Point (GCP) X/Y/Z error tables—to troubleshoot why a job failed or yielded poor results.
Expertise in Desktop Surveying Software: Proficiency in advanced desktop software like Trimble Business Center (TBC) or UASMaster. Support staff often need to pull data down from the cloud into these robust environments to perform advanced geodetic adjustments, complex editing, or manual calculations that cloud automation cannot handle.
Drone Data Capture Consultation and Training: Support is not just software-based; it requires field expertise. Support personnel need drone piloting knowledge to train customers on how to capture better data (e.g., ensuring proper image overlap, lighting, and correct camera angles) so that future automated processing succeeds.
Ground Control Point (GCP) Troubleshooting: The ability to identify when processing fails due to missing, misplaced, or poorly measured GCPs, and knowing how to correct these geospatial referencing issues.
Technical Writing: Proficiency in documenting resolutions for complex "salvaged" missions and creating user guides.
AI Utilization: Basic knowledge of AI to train agents with support documents for automated troubleshooting of common mapping errors.
Infrastructure & Networking: Understanding of Azure/AWS cloud environments and monitoring tools (e.g., Grafana) to troubleshoot cloud-processing bottlenecks.
Scripting/Programming: Basic understanding of Programming languages to develop support tools or scripts for automated data cleaning.
Microservices/APIs: Use of tools like Postman to invoke APIs involved in cloud-based photogrammetry processing services.
Camera & Sensor Knowledge: Proficiency in identifying and configuring camera makers and models.
Understanding of camera calibration parameters, including focal length (matching EXIF to database), pixel size, and distortion values.
Ability to evaluate image quality, specifically for motion blur, sensor noise, artifacts, and proper signalization (e.g., checkerboard patterns).
GNSS & IMU Systems:
Experience verifying high-precision XMP data, including RTK, PPK, and PP-RTX reports.
Knowledge of setting and verifying standard deviations for GNSS and GCPs in relation to XMP information.
UAS & Photogrammetry Software:
Hands-on experience with photogrammetric software such as UASMaster and Trimble Connect.
Ability to perform project setup, including coordinate system checks and user/storage/license access management.
Skill in using Point Measurement Tools (PMT) for image rotation, overlap footprint checks (identifying unsupported multiple block areas), and GCP pre-positioning.
Data Analysis & Quality Control:
Expertise in evaluating Exterior Orientations (EO), flying heights (AGL), rotation angles (omega, phi, kappa), and oblique image content.
Ability to conduct block adjustments and evaluate statistical results, including Sigma Naught, error ellipse shapes, and tie point distribution.
Proficiency in assessing Ground Control Point (GCP) distribution, visibility, and measurable sub-pixel accuracy.
Capability to identify systematic errors in camera calibration and GNSS signal loss based on error ellipse growth and standard deviation patterns.
Aerial Survey Evaluation: Checking drone flight parameters for unexpected altitude jumps and ensuring strip connectivity through front and side overlap analysis.
Processing Optimization: Setting appropriate extraction levels and matching parameters based on Ground Sample Distance (GSD) and image content.
Environmental Assessment: Analyzing image content for challenges such as low texture, water, or heavy vegetation.
Communication: Excellent verbal and written English skills to convey complex spatial concepts to customers and global teams.
Customer Service: Ability to remain patient and empathetic when dealing with high-stakes project deadlines and data failures.
Problem-Solving: Analytical skills to determine root causes of "noisy" data and correct them with efficient geometric solutions.
Collaboration: Collaborate with the engineering teams and product managers to ensure support issues that are bugs are fixed, provide reproduction steps for software issues, and help determine the high priority issues and support tool functionalities needed
Adaptability: Willingness to learn new technologies and adapt to the technology evolutions and changes.
How to Apply: Please submit an online application for this position by clicking on the ‘Apply Now’ button located in this posting.
Join a Values-Driven Team: Belong, Grow, Innovate.
At Trimble, our core values of Belong, Grow, and Innovate aren't just words—they're the foundation of our culture. We foster an environment where you are seen, heard, and valued (Belong); where you have an opportunity to build a career and drive our collective growth (Grow); and where your innovative ideas shape the future (Innovate). We believe in empowering local teams to create impactful strategies, ensuring our global vision resonates with every individual. Become part of a team where your contributions truly matter.
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