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Product Support Engineer

2 months ago

Huntsville, United States PDW Full time

Company Overview

At Performance Drone Works (PDW), we’re at the forefront of creating custom small unmanned aerial systems (sUAS) for the modern warfighter. PDW is proudly American-owned, with all design, engineering, and manufacturing of our products taking place domestically.


Position Overview

PDW seeks a skilled Product Support Engineer to join our Project Engineering team. The successful candidate will play a pivotal role in ensuring the seamless operation and customer satisfaction of our unmanned aircraft systems (UAS). You will be responsible for providing technical support and troubleshooting to our customers and internal teams. A key responsibility of this position is tracking and managing issues from inception to resolution. This role demands a strong technical background, exceptional problem-solving skills and organization skills, and a passion for unmanned aerial systems.



Core Responsibilities

The ideal candidate will thrive working in an innovative and fast-paced work environment, able to deal with problems on the fly and .


  • Provide first line engineering support for PDW product customer issues.
  • Serve as a point of contact and liaise between Engineering and the customer, business development and field support for technical inquiries and issues related to PDW products.
  • Document, organize and track product level defects and issues from inception to resolution.
  • Identify, monitor, document, and report product issues, failures and failure trends in PDW products.
  • Create and maintain detailed documentation, including troubleshooting guides, FAQs, and knowledge base articles.
  • Collaborate with engineering and product teams to provide feedback on product performance, reliability, and usability based on customer feedback and support cases.
  • Identify/recommend improvements in PDW products, documentation, and procedures.
  • Work efficiently across a multi-disciplinary team including engineering, product, quality and manufacturing teams to ensure issues are known, understood and resolved.
  • Document, organize and track product level defects and issues from inception to resolution.
  • Facilitate root cause and corrective action on returned fielded products.


Qualifications


  • Bachelor’s Degree in Electrical Engineering, Mechanical Engineering, Systems Engineering, Software Engineering or related field AND a minimum of 3 year relevant experience OR an equivalent combination of education and experience
  • Experience in design and/or integration of aircraft systems (Unmanned preferred)
  • Excellent written and oral communications skills, with the ability to convey technical information clearly and concisely.
  • Detailed oriented and high level of organization
  • Experience with Jira, Confluence and scripting languages such as Python



ITAR Requirement

In compliance with International Traffic Arms Regulations (ITAR), candidates must be U.S. Citizens, U.S. Permanent Residents (Green Card holders) or individuals granted asylee/refugee status as defined by 8 U.S.C. 1324b(a)(3).


Compensation and Benefits

PDW values our team, and we offer a compensation package reflective of your experience and capabilities. Benefits include:


  • Comprehensive BCBS medical, dental, and vision coverage; 80% sponsored by the company.
  • Safe Harbor 401(K) with company match.
  • Equity participation.
  • A relaxed work environment that encourages individuality and innovation.
  • Competitive salary, generous paid time off (PTO), and flexible leave options.


Commitment to Inclusivity

PDW is an equal opportunity employer that upholds all federal and state non-discrimination laws. We ensure a fair and unbiased evaluation for employment for all qualified candidates, regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, marital status, medical condition, disability, genetic information, veteran status, or any other characteristic protected by law.