About the job
Join Quantum Systems, a global leader in cutting-edge UAV solutions, where we blend state-of-the-art flight technology with intelligent mission software. Our latest offerings include:
The Twister - a compact tactical UAV engineered for swift deployment and agile missions.
The Nexus - our fully integrated Drone Port that facilitates remote and autonomous missions with up to three Twister aircraft.
The Reliant - a high-performance endurance platform designed for demanding, long-range operations.
These systems create a connected ecosystem that revolutionizes persistent aerial capabilities. To enhance our global support organization, we are on the lookout for a Tier 2 Technical Support Engineer who possesses robust engineering expertise to ensure the reliability and performance of our systems in the field.
Your Daily Responsibilities:
Support for Governmental Sector: Provide advanced technical assistance to governmental and defense clients, ensuring reliable operation of Twister, Nexus, and Reliant systems across diverse mission scenarios.
Technical Ticket Management: Manage customer inquiries in Jira Service Management, document processes meticulously, and collaborate with R&D and Engineering teams to tackle complex technical issues.
Flight Data and System Analysis: Analyze flight logs, telemetry, and diagnostic data to pinpoint issues, validate system integrity, and recommend corrective actions.
Cross-Team Collaboration: Partner with Customer Success, Product Management, R&D, Engineering, Support Tier 1, Sales, and Training to address customer needs, streamline processes, and enhance the overall service experience.
Continuous Learning and Product Knowledge: Keep abreast of new features, components, and operational capabilities to continuously enhance your technical knowledge and support quality.
Ongoing Improvement: Contribute to internal knowledge bases, create troubleshooting guides, and propose process improvements that boost efficiency and support quality.

