Technical Customer Support Engineer
Core
Primary point of contact for customers managing technical support tickets, diagnosing hardware/software issues, and coordinating resolutions with engineering teams.
Role type
Senior Technical Customer Support Engineer (Hardware/Robotics)
Builds
Customer support processes, after-sales strategies, self-service documentation, and product improvement feedback loops.
Domain
Robotics and drone hardware
Deliverable
client delivery
Required skills
Hardware troubleshooting, software diagnostics, ticketing systems, quality metrics analysis (MTBF, failure rates), documentation creation, cross-functional coordination
Preferred skills
Drone repair, flight-testing support, after-sales strategy development
Technologies
Ticketing systems, customer portals, documentation tools
Responsibilities
Manage and resolve customer support tickets, diagnose technical issues, develop after-sales strategies, maintain support documentation, track quality indicators, assist with drone repairs during peak periods, support flight-testing activities