Technical Customer Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage escalated Tier 2 and Tier 3 technical support for customers and dealers in the US East region.

• Analyze issues related to drone hardware, RGB, multispectral and LiDAR payloads, as well as flight planning and post-processing.

• Collaborate with payload partners and Wingtra engineers located in Zurich to resolve sensor and integration challenges.

• Assess customer datasets for Ground Control Points (GCPs), Post-Processed Kinematic (PPK), coordinate systems, photogrammetry, and LiDAR outputs.

• Serve as the technical liaison for key accounts facing ongoing or recurring issues.

• Oversee case management, customer history, and Return Merchandise Authorization (RMA) logistics within HubSpot.

• Identify and communicate potential upsell opportunities to the sales team.

• Develop Knowledge Base articles and internal troubleshooting documentation derived from resolved escalations.

• Provide feedback on recurring customer issues to both product and engineering teams.

• Conduct onboarding and certification training for dealers, both in-person and remotely.

• Lead onsite customer training sessions, pilot projects, and product demonstrations.

• Assist the sales team with technical demonstrations, workflow assessments, and inquiries specific to surveys.

• Collaborate with the US support team, US East sales representatives, dealer network, and product and engineering teams in Zurich.

⛳️ Requirements

• Bachelor's degree in geomatics, surveying, civil engineering, GIS, or a related technical field, or equivalent experience.

• Over 3 years of experience in the geospatial or surveying industry, encompassing both field and office survey tasks.

• Proficient knowledge of survey control, GNSS, RTK/PPK, coordinate systems, and accuracy reporting.

• Demonstrated experience in processing photogrammetry or LiDAR data using software such as Pix4D, Agisoft Metashape, Trimble Business Center, LiDAR360, QGIS, or ArcGIS.

• A methodical troubleshooting approach and the patience to uncover root causes.

• Excellent written and verbal communication skills in English.

• Ability to articulate technical challenges to customers, dealers, and engineers.

• Reside on the US East Coast.

• Willingness to travel to customer and dealer locations within the US East Coast, approximately 20–30% of the time.

• Professional Land Surveyor (PLS) license or progress towards obtaining one.

• Practical experience with UAV/drone mapping workflows and payload integrations.

• Background in technical support, customer success, or pre-sales for a technical product.

• Familiarity with HubSpot, Zendesk, or similar CRM and ticketing systems.

• Experience in delivering trainings or technical presentations.

• Previous experience in a startup environment.

🏝️ Benefits

• Join a venture-backed robotics scaleup with a diverse and international team.

• Participate in a feedback-driven culture that promotes open communication.

• Experience a structured and progressive startup environment.

• Engage in learning and professional development through collaboration and knowledge sharing.