Technical Customer Support Engineer

About this role

Your mission

• Act as the primary Customer Support person in the company and primary point of contact for customers, managing, investigating, and following up on support tickets through resolution.
• Diagnose reported technical issues, coordinate resolutions with internal engineering teams, and ensure timely and clear communication with customers throughout the ticket lifecycle.
• Develop and continuously improve short- and long-term after-sales strategies, including customer support, maintenance, spare parts management.
• Track and report field quality indicators and recurring issues, including MTBF and failure rates to support corrective actions and product improvements.
• Maintain the customer portal, including FAQs, products documentation, troubleshooting guides, and support resources.
• Turn recurring support cases into self-service documentation
• Assist with drone repairs during peak periods or capacity constraints to help maintain the standard repair turnaround target.
• Support flight-testing activities for continuous improvement and product demonstrations
• Address challenges in a respectful, constructive, and solution-oriented manner.

Your profile

• At least 5 years of experience in technical customer support, after-sales, or a related role
• Technical educational background (ES, HES, Bachelor’s, or equivalent) in electronics, mechatronics, robotics, or a related field.
• Strong hands-on technical mindset, with the ability to understand complex hardware products and independently troubleshoot hardware and software issues.
• Comfortable with hands-on technical troubleshooting and hardware diagnostics
• Familiarity with ticketing systems and quality/reliability metrics (e.g. MTBF, failure rate)

- Excellent written and verbal communication skills

• Flexible, rigorous, and able to work independently
• Fluent in English
• Why us?
• Evolution in a dynamic, fast-growing and exciting environment.
• Have measurable impact in the innovative projects that matter.
• Work with passionate, talented and committed teammates in a reasonably sized team.
• Be part of a recognised robotics company, Swiss scale-up. Consecutively rewarded as Swiss Top 100 Start-up and no 1 robotics start-up company 23/24
• Ensure your growth and profit from continuous training
• Be part of where humans are important!
• Modern offices in a compound of buildings full of start-ups.
• A team-elected Chief Happiness Officer, making sure the shelves are always loaded with fruits, juices and cakes.
• Weekly Flybotix gym session by a professional coach.
• Access to personal benefits platform.
• Onsite restaurants/cafeteria and vending machines.
• Onsite gym club, with reductions offered for start-ups.