Technical Support Engineer

Technical Support Engineer (m/f/x)

Location: Sterling, VA or Kassel, Germany

Company overview:

Dedrone is the global leader in smart airspace security. Hundreds of commercial, government and military customers around the world rely on Dedrone's comprehensive, command and control (C2) solution to protect against the persistent and escalating threat from drones while enabling "good" drones to fly. By leveraging proprietary AI/ML algorithms, Dedrone is the only solution that provides continuous, autonomous interrogation and verification of drones that enables both multi-sensor and multi-mitigation options onto a single fused "pane-of-glass". Dedrone is simultaneously leading the way in Drone as First Responder (DFR) by using technology to deconflict the skies and enable faster response times and more efficient resource allocation for better public safety outcomes.

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

We offer

At Dedrone, you can expect to work in a startup-like atmosphere, expect excitement, and expect tasks that are diverse in nature. We're a highly qualified, international team that's passionate about what it does and where it wants to go. Our hierarchies are flat, and we offer plenty of room for individual ideas to develop. We are quick in our decision-making and like to keep our processes lean. We also offer permanent positions from day one, flexible working hours, the possibility to work from home, joint events, and much more.

Dedrone is an equal opportunity employer. All applicants for this position will be considered for employment without regard to race, color, religion, national origin, veteran status, disability status, sex, sexual orientation, or gender identity (including m/f/x).