Technical Customer Support Engineer (Hardware)

Our client is an international technology startup developing cutting-edge solutions for defense (related to airspace security and protection).
 

Responsibilities

• Handle live inquiries about our drone and ground station features and operation, using your hands-on knowledge of our product and feature roadmap
• Troubleshoot customer problem reports over through our secure help desk software or phone, by gathering information, logging, troubleshooting, triaging, and - as appropriate - talking the customer through a solution or escalating to a higher support level
• Perform root cause analysis through hands-on testing, code-level analysis, detailed log analysis, and other methods
• Review software releases and hardware changes in depth in advance of rollout, and help customers in learning and deciding when to switch to the new functionality
• Perform root cause technical escalations and work on remediations to reduce them over time, to the extent reasonably possible
• Develop, implement and set up any needed tools for the above activities, such as automated log analysis and customer success tracking
• Work closely with customers to gather feature requests, learn about new challenges in the field or any operational concerns, and report them to the operations or development team
• Build and maintain strong and productive working relationships with customers
   

Requirements

• Degree in Software Engineering, Computer Science (or equivalent knowledge and skill)
• 1+ years of experience working with early-stage hardware products, preferably drones or similar autonomous systems
• Proven experience in providing technical support, including strong technical troubleshooting, problem-solving, and managing triage and escalation workflows
• A solid understanding of network architecture and troubleshooting, particularly for Wi-Fi networks
• Familiar with Linux operating system configuration and preferably Linux shell scripting
• Proficient with Python, GitHub and other essential build tools
• Understanding of cloud service offerings (AWS, GCP), deployment techniques, and configuration management
• Experience working with a range of customers, as well as manufacturing, operations, product management, and development teams
• English (Level C1 or higher)

• Ability to work flexible hours, including overnight shifts

   

We Offer:

• Full-time position & official employment
• Competitive salary (level to be discussed individually based on interview results)
• Location: remote anywhere in Ukraine. Must travel to Kyiv for training
• Exciting work environment in a dynamic team
• Exceptional experience with innovative product
• Reservation from mobilization
   

Lobby X is a socially responsible business, a unique combination of the job platform and full-cycle recruiting agency, specializing in hiring top talents for government, business, tech, miltech, and progressive non-governmental organizations in Ukraine and globally.