Technical Communications Specialist

Overwatch Imaging•Hood River, OR

About The Position

We are seeking a Technical Communications Specialist to support customer adoption and operational success of Overwatch Imaging’s ASO software and smart sensors. This role sits at the intersection of technical publications, customer training delivery, and frontline technical support. You will work closely with customers, program managers, product managers, and engineers to ensure users have the knowledge, materials, and support they need to operate Overwatch systems. This is not a traditional help desk or purely documentation-focused role. You’ll engage directly with customers in operational environments, assist with training delivery, contribute to high-quality user-facing documentation, and help troubleshoot issues that impact customer success.

Requirements

Experience in technical training, technical writing, customer enablement, or customer support for complex technical products.
Comfortable working directly with customers in operational or field environments.
Experience with aviation systems, remote sensing, GIS tools, or sensor-based systems.
Strong written communication skills with the ability to explain complex technical concepts clearly and concisely.
Confident verbal communicator who can support training and customer interactions.
Ability to troubleshoot technical issues and communicate findings effectively to internal teams.
Familiarity with documentation tools, knowledge bases, or content management systems is a plus.
Highly organized and detail-oriented; able to manage multiple tasks and priorities.
Comfortable working in a fast-paced, startup environment with evolving requirements.
Collaborative team player who works effectively across engineering, product, and operations.
Customer-focused with a desire to help users succeed in real-world missions.
Curious, adaptable, and eager to learn new systems and workflows.
Enjoys hands-on work and contributing directly to customer and product success.

Nice To Haves

Familiarity with GIS, imagery products, or photogrammetry workflows.
Experience supporting customers in aviation, defense, public safety, or emergency response environments.
Experience with Atlassian tools (Jira, Confluence, Service Desk).
Experience with single source authoring tools, such as Adobe RoboHelp.
Familiarity with HTML and CSS, and experience using Git or other version control systems.

Responsibilities

Support the development and delivery of customer training programs for Overwatch ASO software and smart sensors.
Assist with preparation of training materials including slide decks, exercises, and quick-reference guides.
Participate in customer training sessions (remote and on-site), helping users learn system operation, workflows, and best practices.
Provide hands-on support during training flights, demos, and field deployments as needed.
Author and maintain user-facing documentation such as user manuals, quick reference cards, and troubleshooting guides.
Revise documentation to reflect new features, workflow changes, and customer feedback.
Collaborate with product management, engineering, and subject matter experts to accurately document system behavior and capabilities.
Contribute to internal knowledge bases and follow established documentation standards and processes.
Provide technical support to customers during system integration, training, and operational use.
Assist with troubleshooting software, sensor, and workflow issues; document findings and escalate as appropriate.
Support mission planning and execution by helping customers optimize data collection and outputs.
Serve as a professional, customer-facing representative of Overwatch Imaging in the field.
Capture customer feedback, usability issues, and recurring questions and communicate them to product and engineering teams.
Help identify gaps in documentation and training materials based on real-world customer use.
Support continuous improvement of training content and documentation based on lessons learned from the field.

Benefits

Growth Opportunities: Learn by doing in a true startup environment with opportunities to grow your career.
Impact Opportunity: Work on missions that matter to keep people safe and make the world better.
Team Collaboration: A fast-paced, collaborative environment with open access to leadership.
Late Start Wednesday: Dedicated focus time for deep work, training, or professional development.
Time Off: Generous PTO to support work-life balance.
Holidays: 10 company holidays.
Ownership: Equity/stock options in a growing company.
Health Benefits: Medical and dental premiums 100% covered for employees and their families, plus a pre-tax HSA.
401K: Employer matching contributions up to 4% of pay.
Travel: Position requires business travel up to ~30–40% and work in and around non-commercial aircraft.