Customer Support Engineer (hardware, 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 software engineering or computer science (or equivalent knowledge and skill)
• 1+ years of experience working with early-stage hardware products, preferably UAV 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

We Offer:

• Competitive salary (based on experience) & official employment
• Paid vacation and sick leave according to Ukrainian legislation
• Reservation from mobilization
• Medical insurance
• Friendly and people-oriented team culture
• Career development opportunities among industry professionals
• Have opportunities to work on an innovative and impactful product