Technical Support Engineer I

Your Impact

As a Technical Support Engineer, you will provide Level 1 and Level 2 technical support to Dedrone by Axon customers and partners worldwide. In this role, you will research, diagnose, troubleshoot, and resolve hardware- and software-related issues while delivering a high standard of customer service. Your technical expertise, communication skills, and customer-first mindset will help ensure an exceptional support experience and contribute to meeting or exceeding performance and quality goals.

What You'll Do

Location: This role is based out of our Kassel office and follows a hybrid schedule. We rely on in-person collaboration and ask that team members work onsite Tuesdays through Fridays, with the flexibility to work remotely on Mondays, unless there is an approved workplace accommodation. We believe that connection fuels innovation, and our in-office culture is designed to foster meaningful teamwork, mentorship, and shared success.
Reports to: Manager, Technical Support

• Develop a complete understanding of Dedrone by Axon Airspace Security Solutions.
• Provide Level 1 and Level 2 technical support for the Dedrone by Axon product family to customers and partners worldwide.
• Research and identify solutions to resolve software and hardware issues.
• Diagnose and troubleshoot technical problems, including account setup and network configuration.
• Take ownership of reported customer issues and drive them through to resolution.
• Track internal and external requests and technical issues within agreed time limits.
• Update, maintain, and monitor customer systems as part of a full-service support model.
• Ensure all requests and issues are accurately logged.
• Prioritize and manage multiple open issues at the same time.
• Document technical knowledge in the form of notes, manuals, and internal resources.
• Follow standard escalation procedures for unresolved issues.
• Collaborate with engineering and development teams to support root cause analysis when needed.
• Participate in on-call support and weekend coverage.

What You Bring

• Bachelor’s degree in Computer Science or a related field, or 5+ years of relevant work experience preferred.
• Previous practical experience in customer support or technical support.
• Excellent troubleshooting skills with the ability to quickly identify and resolve issues.
• Strong knowledge of networking and Linux.
• Understanding of cloud computing solutions.
• Strong sense of ownership and urgency.
• Ability to work well in a team environment and share knowledge effectively.
• Excellent communication skills, including the ability to explain technical concepts to non-technical customers.
• Willingness to obtain a drone pilot license in the future.
• Must be able to maintain confidential and highly sensitive information.

Nice to have

• Knowledge of consumer UAV protocols and standards.
• Knowledge and understanding of RF technology.