Job description

Customer Support Engineer (m/f/x)

Position

We are looking for a Customer Support Engineer to provide support and service to our customers and partners worldwide.With your ability to troubleshoot and identify 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.

Key Responsibilities

• Develop a complete understanding of the Airspace Security Solutions by Dedrone

• Provide 1st and 2nd level support for the Dedrone product family to field engineers and customers

• Reply to customer requests and internal and external technical issues, and track those to resolution, within agreed time limits

• Perform technical assistance in various capacities as needed

• Take ownership of customer issues and requests reported until customer’s satisfaction

• Ensure all requests and issues are properly logged

• Prioritize and manage several open requests at one time

• Document knowledge and procedures in form of notes and manuals

• Follow standard procedures to forward unresolved issues to the appropriate internal L3 team

• Assist our Service and Fulfillment team with the welcoming and onboarding of our customers

• Take part in On-call Support after business hours on a rotation basis

Qualifications

• +3 years relevant work experience in the field of technical customer support

• Proficient in both spoken and written English (C1, C2)

• Good troubleshooting skills to be able to identify and quickly identify issues

• 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

• Knowledge in Zendesk, and Salesforce preferred

• Basic understanding of cloud computing solutions

• Basic knowledge about consumer UAV protocols and standards

About Dedrone

Dedrone is the market and technology leader in airspace security. The Dedrone counter-drone platform combines hardware sensors and machine-learning software, providing early warning, classification of, and mitigation against all drone threats. Based in San Francisco, Dedrone was founded in 2014 and is backed by investors including Felicis Ventures, Menlo Ventures, and John Chambers, Chairman Emeritus of Cisco Systems and founder of JC2 Ventures.

Job Type: Full-time

Pay: $70,000.00 - $110,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Sterling, VA 20166

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