Position
We are looking for a Technical Support Engineer to provide 2nd and 3rd level
support to our customers and partners worldwide. With your ability to
research, diagnose, troubleshoot, and resolve issues, and with your excellent
communication skills, you will continually innovate to ensure Dedrone is
offering the best level of service to the customer's satisfaction.
Responsibilities
Develop a complete understanding of the Airspace Security Solutions by
Dedrone
Provide 2nd and 3rd level support for the Dedrone product family to field
engineers and customers
Research and identify solutions to resolve software and hardware issues
Diagnose and troubleshoot technical issues, including account setup and
network configuration
Take ownership of customer issues reported and seeing problems through to
resolution
Track internal and external request and technical issues to resolution,
within agreed time limits
Update, maintain and monitor our customer systems as a full service
Ensure all requests and issues are properly logged
Prioritize and manage several open issues at one time
Document technical knowledge in form of notes and manuals
Follow standard procedures for proper escalation of unresolved issues to
the appropriate internal teams
Work with engineering and development teams to perform root cause analysis
Take part in On-call Support after business hours on a rotation basis
Qualifications
US Citizenship is required with the ability to obtain US Government
security clearance
Bachelor's Degree in Computer Science or a related field, or +5 years
relevant work experience
Previous practical work experience in the field of customer support
Excellent troubleshooting skills at all levels to be able to identify and
quickly resolve issues
Very good knowledge in networks and Linux
Strong sense of ownership and urgency
Ability to work well in a team and enjoy knowledge sharing
Excellent communication skills with the ability to provide advice to non-
technically aware customers
Willing and able to travel
Good knowledge about consumer UAV protocols and standards
Basic knowledge and understanding of RF technology
Basic understanding of cloud computing solutions
Drone pilot license in future
We offer
At Dedrone, you can expect to work in a startup-like atmosphere, expect
excitement, and expect tasks that are diverse in nature. We're a highly
qualified, international team that's passionate about what it does and where
it wants to go. Our hierarchies are flat, and we offer plenty of room for
individual ideas to develop. We are quick in our decision-making and like to
keep our processes lean. We also offer permanent positions from day one,
flexible working hours, joint events, and much more.
You've come to the right place if you're interested in working in a young
high-tech company and are looking to help expand into a new, growing market.