Customer Support Engineer (defense)

About us: We are an international defense startup, rapidly expanding to support the Ukrainian national needs. As a startup, we operate in a highly flexible environment where agility, adaptability, and a hands-on approach are critical for success.

Position Overview: We are looking for a technically strong and proactive specialist to support and improve the performance of our hardware-software systems in real-world environments. This role involves close collaboration with customers and internal teams to ensure reliability, resolve issues, and continuously enhance the product experience.

Responsibilities

• Handle live inquiries about our defense system 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

• Bachelor’s degree in engineering or computer science (or equivalent knowledge and skill)
• Proven experience (2+ years) in providing technical support, including strong technical troubleshooting, problem-solving, and managing triage and escalation workflows
• 1+ years of experience working with early-stage hardware products, preferably UAV or similar autonomous systems
• 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 B2 or higher)
• Ability to work flexible hours
• Empathetic and responsible, with a strong sense of ownership and a customer-first mindset; proactive in following up and ensuring customer issues are fully resolved

We Offer

• Full-time position & official employment
• Competitive salary (determined individually based on experience and interview results)
• Paid vacation and sick leave in accordance with Ukrainian legislation, plus additional days off for self-care
• Medical insurance
• Reservation from mobilization
• Friendly and people-oriented team culture
• Opportunity to contribute to an innovative and impactful product

Please note: If you don’t hear from us within two weeks of submitting your application, it means that we have decided not to move forward with your application at this time. We truly appreciate your interest in joining our team and the time you invested in applying. Thank you for your understanding!