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Technical Support Engineer
Quantum Systems Inc. is a global leader in aerial intelligence and autonomous, AI-powered aerial robotics. We design, develop, manufacture and deliver eVTOL Unmanned Aircraft Systems UAS and an ecosystem of related products and services. Our business directly addresses the Defense and Security markets in North America, Asia Pacific and Latin America. We currently have an opening for a Technical Support Engineer. This position reports to the Customer Support Manager.
As a Technical Support Engineer at Quantum-Systems you will play a critical role in solving challenges within the dynamic and competitive government UAS industry. In this role, you will be a creative problem solver, tackling the multi-faceted problems facing our various platforms and delivering cutting edge technology transforming the battlespace. Candidates will exemplify their technical acumen and customer first mentality to support fielded systems, observe operation improvements and advance new technologies aligned to our company's vision for UAS and Airborne Artificial Intelligence.
Responsibilities:
- Support customer issues resolving complex problems including troubleshooting using industry best practices.
- Interact with customers via phone, email, or chat to understand their problems and provide solutions.
- Maintain a high degree of customer satisfaction and confidence by appropriate actions and attitude acting as an advocate for the customer.
- Implement effective solutions to customer issues, often following documented procedures or knowledge base articles.
- Maintain detailed records of customer interactions and issue resolutions to improve future support.
- Contribute to a knowledge base of frequently asked questions and troubleshooting steps.
- Collaborate as part of the Quantum-Systems Programs team.
- Collaborate with the Quantum-Systems engineering team.
- Embody, promote, and live the Quantum Systems core principles.
Requirements:
- Bachelor of Science (BS) in a Science, Technology, Engineering or equivalent experience.
- 3+ years of direct interaction with customers supporting software/hardware installation and troubleshooting.
- Capable of working both independently and in a team environment.
- Excellent verbal and written communication skills.
- Excellent communication and interpersonal skills to interact effectively with customers.
- Ability to prioritize and adjust tasks to accomplish desired results.
- An ability to prioritize multiple responsibilities and accomplish them simultaneously.
- Ability to comprehend and analyze complex problems and develop solutions.
- Background check and U.S. Citizenship required.
- Up to 10% Travel.
- This is an in-office position. Occasional domestic and international travel may be required to support business needs.
Preferred Qualifications:
- 3+ years of support for UAV or Robotic systems
- Experience with Unmanned Aircraft support experience a plus.
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