Job VC
Customer Support Engineer (hardware, defense)
Technologies
Description
About us:
We are an international defense startup, rapidly expanding to support the Ukrainian national needs. As a startup, we operate in a highly flexible environment where agility, adaptability, and a hands-on approach are critical for success.
Position Overview:
We are looking for a technically strong and proactive specialist to support and improve the performance of our hardware-software systems in real-world environments. This role involves close collaboration with customers and internal teams to ensure reliability, resolve issues, and continuously enhance the product experience.
Responsibilities
Handle live inquiries about our defense system features and operation, using your hands-on knowledge of our product and feature roadmap
Troubleshoot customer problem reports over through our secure help desk software or phone, by gathering information, logging, troubleshooting, triaging, and — as appropriate — talking the customer through a solution or escalating to a higher support level
Perform root cause analysis through hands-on testing, code-level analysis, detailed log analysis, and other methods
Review software releases and hardware changes in depth in advance of rollout, and help customers in learning and deciding when to switch to the new functionality
Perform root cause technical escalations and work on remediations to reduce them over time, to the extent reasonably possible
Develop, implement and set up any needed tools for the above activities, such as automated log analysis and customer success tracking
Work closely with customers to gather feature requests, learn about new challenges in the field or any operational concerns, and report them to the operations or development team
Build and maintain strong and productive working relationships with customers
Requirements:
Bachelor’s degree in software engineering or computer science (or equivalent knowledge and skill)
1+ years of experience working with early-stage hardware products, preferably UAV or similar autonomous systems
Proven experience in providing technical support, including strong technical troubleshooting, problem-solving, and managing triage and escalation workflows
A solid understanding of network architecture and troubleshooting, particularly for Wi-Fi networks
Familiar with Linux operating system configuration and, preferably, Linux shell scripting
Proficient with Python, GitHub, and other essential build tools
Understanding of cloud service offerings (AWS, GCP), deployment techniques, and configuration management
Experience working with a range of customers, as well as manufacturing, operations, product management, and development teams
English (Level C1 or higher)
Ability to work flexible hours
We Offer:
Competitive salary (based on experience) & official employment
Paid vacation and sick leave according to Ukrainian legislation
Reservation from mobilization
Medical insurance
Friendly and people-oriented team culture
Career development opportunities among industry professionals
Have opportunities to work on an innovative and impactful product
We are an international defense startup, rapidly expanding to support the Ukrainian national needs. As a startup, we operate in a highly flexible environment where agility, adaptability, and a hands-on approach are critical for success.
Position Overview:
We are looking for a technically strong and proactive specialist to support and improve the performance of our hardware-software systems in real-world environments. This role involves close collaboration with customers and internal teams to ensure reliability, resolve issues, and continuously enhance the product experience.
Responsibilities
Handle live inquiries about our defense system features and operation, using your hands-on knowledge of our product and feature roadmap
Troubleshoot customer problem reports over through our secure help desk software or phone, by gathering information, logging, troubleshooting, triaging, and — as appropriate — talking the customer through a solution or escalating to a higher support level
Perform root cause analysis through hands-on testing, code-level analysis, detailed log analysis, and other methods
Review software releases and hardware changes in depth in advance of rollout, and help customers in learning and deciding when to switch to the new functionality
Perform root cause technical escalations and work on remediations to reduce them over time, to the extent reasonably possible
Develop, implement and set up any needed tools for the above activities, such as automated log analysis and customer success tracking
Work closely with customers to gather feature requests, learn about new challenges in the field or any operational concerns, and report them to the operations or development team
Build and maintain strong and productive working relationships with customers
Requirements:
Bachelor’s degree in software engineering or computer science (or equivalent knowledge and skill)
1+ years of experience working with early-stage hardware products, preferably UAV or similar autonomous systems
Proven experience in providing technical support, including strong technical troubleshooting, problem-solving, and managing triage and escalation workflows
A solid understanding of network architecture and troubleshooting, particularly for Wi-Fi networks
Familiar with Linux operating system configuration and, preferably, Linux shell scripting
Proficient with Python, GitHub, and other essential build tools
Understanding of cloud service offerings (AWS, GCP), deployment techniques, and configuration management
Experience working with a range of customers, as well as manufacturing, operations, product management, and development teams
English (Level C1 or higher)
Ability to work flexible hours
We Offer:
Competitive salary (based on experience) & official employment
Paid vacation and sick leave according to Ukrainian legislation
Reservation from mobilization
Medical insurance
Friendly and people-oriented team culture
Career development opportunities among industry professionals
Have opportunities to work on an innovative and impactful product