Technical Support Engineer (m/f/x)
Location: Kassel, Germany
Company overview:
Dedrone is the global leader in smart airspace security. Hundreds of commercial, government and military customers around the world rely on Dedrone’s comprehensive, command and control (C2) solution to protect against the persistent and escalating threat from drones while enabling “good” drones to fly. By leveraging proprietary AI/ML algorithms, Dedrone is the only solution that provides continuous, autonomous interrogation and verification of drones that enables both multi-sensor and multi-mitigation options onto a single fused "pane-of-glass". Dedrone is simultaneously leading the way in Drone as First Responder (DFR) by using technology to deconflict the skies and enable faster response times and more efficient resource allocation for better public safety outcomes.
Position
We are looking for a Technical Support Engineer to provide 2nd and 3rd level support to our customers and partners worldwide. With your ability to research, diagnose, troubleshoot, and resolve issues, and with your excellent communication skills, you will continually innovate to ensure Dedrone is offering the best level of service to the customer’s satisfaction.
You Will:
- Develop a complete understanding of the Airspace Security Solutions by Dedrone
- Provide 2nd and 3rd level support for the Dedrone product family to field engineers and customers
- Research and identify solutions to resolve software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Take ownership of customer issues reported and seeing problems through to resolution
- Track internal and external request and technical issues to resolution, within agreed time limits
- Update, maintain and monitor our customer systems as a full service
- Ensure all requests and issues are properly logged
- Prioritize and manage several open issues at one time
- Document technical knowledge in form of notes and manuals
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Work with engineering and development teams to perform root cause analysis
- Take part in On-call Support after business hours on a rotation basis and weekend coverage
You have:
- US Citizenship is required with the ability to obtain US Government security clearance
- Bachelor’s Degree in Computer Science or a related field, or +5 years relevant work experience
- Previous practical work experience in the field of customer support
- Excellent troubleshooting skills at all levels to be able to identify and quickly resolve issues
- Very good knowledge in networks and Linux
- Strong sense of ownership and urgency
- Ability to work well in a team and enjoy knowledge sharing
- Excellent communication skills with the ability to provide advice to non-technically aware customers
- Willing and able to travel
- Good knowledge about consumer UAV protocols and standards
- Basic knowledge and understanding of RF technology
- Basic understanding of cloud computing solutions
- Drone pilot license in future
We offer
At Dedrone, you can expect to work in a startup-like atmosphere, expect excitement, and expect tasks that are diverse in nature. We’re a highly qualified, international team that’s passionate about what it does and where it wants to go. Our hierarchies are flat, and we offer plenty of room for individual ideas to develop. We are quick in our decision-making and like to keep our processes lean. We also offer permanent positions from day one, flexible working hours, the possibility to work from home, joint events, and much more.
Dedrone is an equal opportunity employer. All applicants for this position will be considered for employment without regard to race, color, religion, national origin, veteran status, disability status, sex, sexual orientation, or gender identity (including m/f/x).
What We Do
Dedrone is a leader in airspace security. With more customers around the world than any other airspace security company, we enable our clients to protect people, property, and information from the threat of drones, while enabling the “good” drones to take off (pun intended). The simple fact is that no security company can build a barrier strong enough or high enough to protect from a drone, so we need a tech solution to protect us from the persistent and escalating drone threat. At the same time, the “good” drones will dramatically improve our lives and increase GDP by completing tasks like acting as first responders, delivering medical supplies and retail packages, and more.
By combining advanced sensor-fusion technology with AI-driven pattern recognition software, our solutions enable early and reliable drone detection, pilot location and advanced warning in the event an unauthorized drone approaches a secured area. Our customers include national governments, public safety agencies, sporting stadiums, prisons, private research facilities, critical infrastructure sites like airports and power plants, data centers, VIPs and more.
Drones are the world’s new asymmetric threat to public safety and national security. Dedrone’s dual-use technology was recognized by two major awards this year. The CNBC Disruptor 50 and TIME’s Best Inventions 2023 lists both feature Dedrone as an innovative company disrupting the industry with its breakthrough capabilities and industry-leading customer list.
Dedrone is implemented across 31 countries and is used by five of the G-7 nation governments; 190 critical infrastructure sites; 40 airports; 60+ stadiums; 15+ US federal entities and 20+ non-US governments. We actively provide counterdrone solutions for some of the most high-profile events around the world, working closely with over 120 public safety agencies globally. Our technology is also in use on the front lines in Ukraine, and we are proud to support them in their fight to defend their homeland.
Why Work With Us
At Dedrone, we have a clear mission to protect people from a new threat vector. Additionally, we believe in a flat organization where individual empowerment and open communication drive a more robust and innovative solution set for our customers. We are growing rapidly with over 100% headcount growth in less than 12 months!
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Dedrone Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
