- Location
- Paudex, Vaud, Switzerland · published
- Department
- Operations
- Source
- Workable
Description
Do you want to dive in the fast-growing industry of drones and get a rewarding experience in a dynamic scale-up environment?
At Flyability, we believe that robots should be sent into hazardous places and dangerous environments instead of humans. To support our belief, we created Elios, the world’s first collision-tolerant flying robot that can safely enter, survey, and inspect confined spaces so that people don’t have to. With more than 150 employees and 1’500 customers, Flyability is the market leader in the UAS indoor inspection industry. Joining Flyability is not just taking on a new job; it is seizing the opportunity to improve the lives of millions of people and contribute to the future of robotics.
To complete our creative and dynamic team in Lausanne, we are seeking a:
Technical Customer Support Specialist (100%)
Starting date: as soon as possible
Your role
You will be the technical frontline of our customer support team, tackling inquiries from customers worldwide.
Your goal is to empower users by providing technical advice and solving known issues. For more complex, unprecedented problems, you will perform the initial investigation and gather critical data before escalating to our engineering teams. Beyond direct customer support, you will serve as the internal Hardware Referent, bridging the gap between the field and our technical departments, and driving our knowledge base.
You will report directly to the Head of Customer Support.
What you will own:
- Technical Troubleshooting: Support customers and internal stakeholders via our ticketing system and phone by investigating issues, providing solutions, and guiding users step-by-step.
- System Investigation: Analyze the interactions between the drone's physical hardware, onboard computers, and software ecosystem to diagnose user problems.
- Cross-Functional Escalation: Act as the vital link between the field and our Quality/R&D teams. You will report recurring field issues and package complex anomalies with detailed, actionable context for R&D to perform advanced root-cause analysis.
- Knowledge Sharing: Serve as the internal hardware expert, gathering technical insights and sharing knowledge to elevate the overall competency of the Customer Support team.
- Technical Writing: Author and maintain comprehensive, easy-to-understand technical articles for both our customer-facing knowledge base and internal documentation.
- Service & Parts Logistics: Process and enter customer spare parts orders into the system, track them to ensure timely resolutions, and oversee the progress of drone repairs and maintenance performed at HQ.