Senior Support Engineer

About Us:
At our Company, designers and engineers come together to craft the next generation of light show drones. We are a team of driven creatives and entrepreneurs who are passionate about cutting-edge technologies and innovation. We are part of a larger ecosystem of innovators around the globe who work towards the same goal of building innovative products and experiences
Job Description:
We are looking for a highly motivated and experienced professional to join our support team as a Senior Support Engineer. In this role, you will not only resolve complex technical issues for our clients but also mentor other team members and contribute to improving our support processes. This position offers potential for growth to the Head of Support for a candidate who demonstrates outstanding leadership and technical expertise.
Key Responsibilities:

• Collaborate with customer success managers to resolve complex and escalated support requests.
• Provide technical support to clients and internal teams, acting as a product expert.
• Mentor and train junior support engineers.
• Participate in virtual meetings with clients to analyze, troubleshoot, and diagnose issues.
• Maintain detailed reports of technical assistance requests, the steps taken to resolve them, and the specific dates/individuals involved.
• Actively participate in the development and optimization of the knowledge base and support processes.
• Manage and administer ticketing systems, including configuring and improving workflows.

Qualifications:

• 5+ years of experience in technical support.
• Upper-Intermediate level of English, both written and spoken
• Experience in team leadership or mentorship.
• In-depth knowledge and experience with Notion.
• Technical background and understanding of computer networks.

Nice to have:

• Experience integrating Zendesk with other systems.
• Familiarity with drone technology and related systems.
• Proficiency in additional languages, particularly Spanish or French.
• Experience in configuring AI agents.

We offer:

• Competitive salary.
• Flexible remote work schedule.
• Comprehensive training and development opportunities.
• The opportunity to work in a dynamic and innovative team.