Technical Support Engineer
Core
Provide Level 1 and Level 2 technical support for Dedrone by Axon Airspace Security Solutions, resolving hardware and software issues for customers and partners worldwide.
Role type
Technical Support Engineer (Level 1/2)
Builds
Dedrone by Axon Airspace Security Solutions
Domain
Security / Drones / Cloud
Deliverable
client delivery
Required skills
troubleshooting, networking, Linux, cloud computing, account setup, network configuration, issue tracking, documentation, escalation procedures, root cause analysis
Preferred skills
consumer UAV protocols, RF technology, drone pilot license
Technologies
Linux, cloud computing
Responsibilities
Research and identify solutions to resolve software and hardware issues; Diagnose and troubleshoot technical problems including account setup and network configuration; Take ownership of reported customer issues and drive them through to resolution; Track internal and external requests and technical issues within agreed time limits; Update, maintain, and monitor customer systems as part of a full-service support model; Ensure all requests and issues are accurately logged; Prioritize and manage multiple open issues at the same time; Document technical knowledge in the form of notes, manuals, and internal resources; Follow standard escalation procedures for unresolved issues; Collaborate with engineering and development teams to support root cause analysis when needed; Participate in on-call support and weekend coverage.