Counter Drone Support Engineer

Job Description

Summary:

Our award-winning client is seeking a Counter Drone Support Engineer to join their team. Our client is a leading provider of Counter UAS (CUAS) solutions, and we are expanding our North American team! In this critical role, you will play a pivotal role in ensuring our customers achieve their mission objectives by providing exceptional technical support and guidance.

Responsibilities:

Proactively engage with customers, identify potential issues, and lead the resolution of challenges to ensure their continued success.

Leverage your deep technical knowledge to provide customer support, training, and field operations expertise.

Lead the execution of projects, contract deliveries, and overall operational processes for seamless customer experience.

Drive customer retention by leading efforts in Support and Maintenance renewals, collaborating with customers and sales to manage annual warranties and renewals.

Partner with the sales team by offering technical expertise and promoting our CUAS products during the sales cycle.

Become the go-to resource for customers, providing guidance and support on all operational and technical aspects of their CUAS mission.

Respond promptly to customer issues, troubleshoot hardware and software problems, and lead technical resolution efforts.

Deliver local customer training sessions and product demonstrations, equipping customers with the knowledge to maximize their CUAS solution.

Required Qualifications:

Proven experience as a post-sales/professional services lead in a technical support and project management role for technology solutions.

Experience working in technical customer support organizations, managing projects delivering technology products or solutions.

Positive, proactive attitude with a strong commitment to continuous learning and adapting to change.

Ability to travel up to 50% within the United States.

Flexibility to respond to customer calls outside of regular working hours to address critical issues.

Preferred: Project Management Professional (PMP) certification or equivalent.

Technical Expertise:

Experience working with multidisciplinary systems (software and hardware).

Familiarity with RF systems.

Knowledge of Networking & Telecommunications.

Desired: Familiarity with protocols (HTTP/HTTPS, SSH, ICMP, TCP/UDP).