Counter Drone Support Engineer

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).