Technical Support Engineer

Огляд

Client is an international technology startup developing cutting-edge solutions for defense (airspace security and protection). The company is seeking a technically minded, communicative specialist who will ensure reliable operation and maintenance of advanced robotic systems while supporting users and feeding field insights back to the team

Обов'язки

• live inquiry handling about drone and ground station features and operation, using hands-on knowledge of the product and feature roadmap
• customer problem report troubleshooting via secure help desk software or chat, including information gathering, logging, triage, guiding the customer through a solution, or escalating to a higher support level
• hardware replacement coordination per repair and replacement process, plus onsite hardware troubleshooting after receiving the faulty part
• root-cause analysis through hands-on testing, detailed log analysis, and other methods
• release readiness review of software releases and hardware changes ahead of rollout, and customer enablement for adopting new functionality
• technical escalation management and remediation work to reduce repeat issues over time
• tool development and setup for automated log analysis and customer-success tracking
• customer collaboration to gather feature requests, learn about new field challenges or operational concerns, and reporting to operations or development teams
• relationship building and maintenance with customers

Вимоги

• bachelor’s degree in Computer Engineering, Electrical Engineering, or a related technical field (or equivalent knowledge and skill)
• proven technical support experience including strong troubleshooting, problem-solving, and triage/escalation workflow management
• understanding of network architecture and troubleshooting, particularly for Wi-Fi networks
• proven hardware troubleshooting, service maintenance, or repair experience
• experience supporting embedded systems
• familiarity with Linux operating system configuration and preferably Linux shell scripting
• experience working with a range of customers as well as manufacturing, operations, product management, and development teams
• English proficiency at level C1 or higher
• experience with early-stage hardware products (as a plus, preferably drones or similar autonomous systems) 1 year or more
• ability to work flexible hours, including overnight shifts
• experience with drones or similar autonomous systems will be an advantage

Умови

• full-time position and official employment
• competitive salary (level discussed individually based on interview results)
• on-site work at the office in Kyiv, Ukraine
• exciting work environment in a dynamic team
• exceptional experience with an innovative product
• reservation from mobilization