Technical Support Engineer

1 week ago

Wilmington, United States Ascent AeroSystems Full time

TECHNICAL SUPPORT ENGINEER

Ascent AeroSystems is one of the most exciting companies in the Unmanned Aerial System (UAS) industry, and our unique coaxial platforms provide the reliable and efficient foundation necessary to operate UAS’s at scale. We’re growing fast, and we’re looking for motivated, highly organized people to join our team.


As you consider your next career move…

  • Do you want to create new and useful things at the bleeding edge of technology?
  • Are you relentlessly curious, eager to learn new things?
  • Do people turn to you because they know they can count on you?
  • Are you able to dare greatly, fail quickly, and keep moving?
  • When things get difficult, can you double-down and persevere?
  • Do you want to be part of something bigger?


Ascent AeroSystems is currently looking to hire a Technical Support Engineer to join our team. This role collaborates with operations and engineering to provide excellent technical support for our UAS aircraft and services. This role involves troubleshooting hardware and software issues, providing customer support, and collaborating with the engineering team to improve product functionality and user experience. The ideal candidate is a roll-up-your-sleeves, high energy, collaborative UAS enthusiast who works well on a team and individually. This position reports to the Vice President of Operations.


Key Responsibilities:

Customer Support:

•      Create raving fans with our customers who operate in a wide array of businesses and use cases.

•      Answer technical questions and troubleshoot issues with customers to ensure successful employment of our UAS solutions in the field.

•      Be a credible resource and respond to customer inquiries and provide technical assistance via phone, email, video and chat.

•      Diagnose and resolve issues related to UAS hardware, configuration, and operation.

•      Guide customers through troubleshooting processes and product configurations to ensure safe and successful flights and missions.

•      Answer questions and provide technical support for maintenance of the UAS in the field.

•      Provide responses to order inquiries for parts, service and/or repair.

Technology:

•      Maintain expert level knowledge of our products, including their specifications, capabilities, and lifecycle maintenance.

•      Stay updated on industry trends and advancements in UAS technology.

•      Provide customer feedback to engineering to integrate with future customer requirements definition and design strategy.

Project Management:

•      Record and manage customer interactions and resolutions in the support ticketing system. Work closely with the engineering team to identify and resolve product issues and enhancements.

•      Provide feedback and insights from customer interactions to influence product development.

•      Create and update customer facing technical documentation, FAQs, and troubleshooting guides.

Educational Qualifications/Skills

  • Must be authorized to work in the US.
  • Bachelor’s degree in engineering, robotics, computer science, or a related field.
  • Strong interpersonal skills; strong team player with customer satisfaction focus Great problem-solving abilities and attention to detail.
  • Excellent verbal and written communication skills.


Preferred:

•      Previous experience in technical customer support

•      Previous experience and interest in UAS or other robotics systems o Especially experience with ArduPilot based systems

•      Part 107 License

•      Position may require some (limited) travel to customer sites for integration, troubleshooting and training purposes


Company Overview:

Ascent AeroSystems designs and manufactures rugged “coaxial” UAS for the industrial, public safety and defense markets. Ascent AeroSystems’ supports frontline soldiers, first responders, and industrial professionals with the rugged and versatile unmanned aerial systems they need to complete critical missions when it matters most. Ascent is founded on core principles of an innovative, determined, fearless, curious, and committed culture that fosters invention, problem solving and teamwork.


For the right candidate, Ascent offers a competitive salary, benefits (including health, dental and vision), 401(k), a terrific work environment, and the opportunity to be a part of one of the most exciting segments of the tech industry.

To apply, please submit your resume and a cover letter outlining your experience and qualifications for this role to careers@ascentaerosystems.com

Subject line “Technical Support Engineer Application”


NO AGENCIES PLEASE


Ascent AeroSystems is an equal opportunity employer. We are committed to advancing diversity, equity and inclusion in our workplace as well as in the communities where we work. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.


Experience level:

•                4 years

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