Technical Customer Support Engineer

Job description

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.