Technical Support Engineer

Огляд

An international technology startup developing cutting-edge solutions for defense (related to airspace security and protection) is looking for Technical Support Engineer.

Обов'язки

• handle live inquiries about drone and ground station features and operation, using your hands-on knowledge of product and feature roadmap
• troubleshoot customer problem reports over through the secure help desk software or chat, by gathering information, logging, troubleshooting, triaging, and - as appropriate - talking the customer through a solution or escalating to a higher support level
• organize hardware replacement in a timely manner per repair and replacement process and troubleshoot hardware problems onsite after receiving the faulty part
• perform root cause analysis through hands-on testing, detailed log analysis, and other methods
• review software releases and hardware changes in depth in advance of rollout, and help customers in learning and deciding when to switch to the new functionality
• perform root cause technical escalations and work on remediations to reduce them over time, to the extent reasonably possible
• develop, implement and set up any needed tools for the above activities, such as automated log analysis and customer success tracking
• work closely with customers to gather feature requests, learn about new challenges in the field or any operational concerns, and report them to the operations or development team
• build and maintain strong and productive working relationships with customers

Вимоги

• a bachelor's degree in Computer Engineering, Electrical Engineering, or a related technical field (or equivalent knowledge and skill)
• proven experience in providing technical support, including strong technical troubleshooting, problem-solving, and managing triage and escalation workflows
• an understanding of network architecture and troubleshooting, particularly for Wi-Fi networks
• proven experience in hardware troubleshooting, service maintenance or repair
• experience in supporting embedded systems
• familiar 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 (Level C1 or higher)
• 1+ years of experience working with early-stage hardware products (as a plus: preferably drones or similar autonomous systems)
• ability to work flexible hours, including overnight shifts

Умови

• full-time position & official employment
• competitive salary (level to be 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 innovative product
• reservation from mobilization