Technical Support Engineer

As a Technical Support Engineer, you will provide Level 1 and Level 2 technical support to Dedrone by Axon customers and partners worldwide. In this role, you will research, diagnose, troubleshoot, and resolve hardware- and software-related issues while delivering a high standard of customer service. Your technical expertise, communication skills, and customer-first mindset will help ensure an exceptional support experience and contribute to meeting or exceeding performance and quality goals.

Responsibilities

Develop a complete understanding of Dedrone by Axon Airspace Security Solutions; Provide Level 1 and Level 2 technical support for the Dedrone by Axon product family to customers and partners worldwide; 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

Requirements

Previous practical experience in customer support or technical support; Excellent troubleshooting skills with the ability to quickly identify and resolve issues; Strong knowledge of networking and Linux; Understanding of cloud computing solutions; Strong sense of ownership and urgency; Ability to work well in a team environment and share knowledge effectively; Excellent communication skills, including the ability to explain technical concepts to non-technical customers; Willingness to obtain a drone pilot license in the future; Must be able to maintain confidential and highly sensitive information

Nice to have

Bachelor’s degree in Computer Science or a related field, or 5+ years of relevant work experience (preferred); Knowledge of consumer UAV protocols and standards; Knowledge and understanding of RF technology