Technical Support Engineer

at  Dedrone

POSITION

We are looking for a Technical Support Engineer to provide 2nd and 3rd level support to our customers and partners worldwide. With your ability to research, diagnose, troubleshoot, and resolve issues, and with your excellent communication skills, you will continually innovate to ensure Dedrone is offering the best level of service to the customer’s satisfaction.

You Will:

• Develop a complete understanding of the Airspace Security Solutions by Dedrone
• Provide 2nd and 3rd level support for the Dedrone product family to field engineers and customers
• Research and identify solutions to resolve software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Take ownership of customer issues reported and seeing problems through to resolution
• Track internal and external request and technical issues to resolution, within agreed time limits
• Update, maintain and monitor our customer systems as a full service
• Ensure all requests and issues are properly logged
• Prioritize and manage several open issues at one time
• Document technical knowledge in form of notes and manuals
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Work with engineering and development teams to perform root cause analysis
• Take part in On-call Support after business hours on a rotation basis and weekend coverage

You have:

• US Citizenship is required with the ability to obtain US Government security clearance
• Bachelor’s Degree in Computer Science or a related field, or +5 years relevant work experience
• Previous practical work experience in the field of customer support
• Excellent troubleshooting skills at all levels to be able to identify and quickly resolve issues
• Very good knowledge in networks and Linux
• Strong sense of ownership and urgency
• Ability to work well in a team and enjoy knowledge sharing
• Excellent communication skills with the ability to provide advice to non-technically aware customers
• Willing and able to travel
• Good knowledge about consumer UAV protocols and standards
• Basic knowledge and understanding of RF technology
• Basic understanding of cloud computing solutions
• Drone pilot license in future

Please refer the Job description for details