As a First Level Support Specialist, you will be the first point of contact for customers encountering technical challenges with our hardware and software solutions. This role plays a key part in delivering an exceptional customer experience through timely, effective, and customer-focused support. You will gain hands-on exposure to cutting-edge technology while applying strong customer engagement and problem-solving skills. The position offers the opportunity to work closely with engineering teams, enhance technical knowledge, and contribute to the growth of our product ecosystem.
Responsibilities and Duties
- First-level troubleshooting: Provide first-level troubleshooting for hardware and software issues, including basic configuration, connectivity, and usage guidance.
- Primary contact: Serve as the primary contact for customer inquiries via our ticketing system.
- Issue Escalation: Identify and escalate complex technical issues to the Solution Engineering team while ensuring smooth follow-up with customers.
- Customer Guidance: Lead customers through diagnostic procedures and solutions with clarity, patience, and professionalism.
- Technical Documentation: Collaborate with Auterion’s product and support teams to enhance product documentation and internal knowledge bases.
- Cross-Functional Collaboration: Partner with Solution Engineering, Operations, and other internal teams to ensure coordinated communication and efficient handling of customer needs.
- Customer Engagement: Actively respond to inquiries, resolve issues, and maintain high levels of customer satisfaction and loyalty.
Qualifications and Skills
- Currently finishing or recently completed a degree (University of Applied Sciences, apprenticeship) in Robotics, IT, Engineering, or a related field.
- Basic understanding of computer systems, networking, or software applications.
- Proficient in verbal and written English
- Strong problem-solving and communication skills.
- Customer-oriented mindset with patience and willingness to learn.
- Ability to work both independently and in a team environment.
- Proficiency in customer facing roles, working and interfacing directly with customers.
- Interested in drone software and hardware troubleshooting/integration.
- Good to have: Familiar with ticketing and support tools such as Zendesk, HubSpot, and Jira.
- CH/EU Citizenship required.
Benefits
- Flexible working hours & hybrid workplace
- Stock Options
- Generous holiday allowance
- Pension plan
- Car parking
- Enhanced maternity & paternity leave
- Mental health and wellbeing support
- Learning and development opportunities
- Regular team social
- Snacks & Drinks
About Auterion
We are building the leading software platform for AI-powered autonomous systems for enterprise and government customers. Our team is supporting the most important missions and solving the most challenging problems.
At Auterion, we bring together the sharpest minds who love to solve the hardest problems. Join a vibrant team built on innovation, openness, and excellence, where you’ll be empowered to develop ideas, collaborate across all levels, and make an impact that matters.
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What We Do
At Auterion we care about providing enterprise with an ecosystem of software-defined drones, payloads, and third party applications within a single easy to use platform based on open-source standards.
We’re leaders in an open-source movement bigger than ourselves and we’ve been on the same mission for over a decade, since our co-founder Lorenz Meier created Pixhawk, MAVLink, QGC, and PX4 (the world’s most widely used open-source drone autopilot operating system).
Our mission is to be the drone platform of choice for enterprise, government, and drone manufacturers while accelerating the drone industry by driving forward open standards to create a common, future-proof roadmap in a thriving, open ecosystem of buyers and vendors.
At Auterion, we bring together the sharpest minds who love to solve the hardest problems. Join a vibrant team built on innovation, openness, and excellence, where you’ll be empowered to develop ideas, collaborate across all levels, and make an impact that matters.
