Technical Customer Support Engineer

Flybotix; Renens; Vor Ort; CHF 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Modern offices

Weekly gym session

Onsite restaurants

Personal benefits platform

Chief Happiness Officer

Zusammenfassung

Flybotix in Switzerland is seeking a seasoned Customer Support lead for a hands-on role in a fast-growing robotics company. You will own the customer support lifecycle, troubleshoot hardware and software issues, coordinate with engineering, and drive after-sales improvements while keeping customers informed and satisfied.

You will manage the support portal, create self-service content, and assist with onsite demonstrations and field testing. Fluency in English is required.

Qualifikationen

• 5+ years in technical customer support or related role.
• Technical education in electronics, mechatronics, robotics, or related field.
• Strong hands-on technical mindset with ability to troubleshoot hardware and software issues.
• Familiarity with ticketing systems and quality/reliability metrics (MTBF, failure rate).
• Excellent written and verbal communication skills.

Aufgaben

• Act as the primary Customer Support contact and manage, investigate, and follow up on support tickets through resolution.
• Diagnose issues, coordinate resolutions with engineering, and communicate with customers throughout the ticket lifecycle.
• Develop and improve after-sales strategies, including maintenance and spare parts management.
• Track field quality indicators and recurring issues to support product improvements.
• Maintain the customer portal with FAQs, documentation, and troubleshooting guides.
• Turn recurring support cases into self-service documentation.
• Assist with drone repairs during peak periods to maintain turnaround targets.
• Support flight-testing activities for continuous improvement and product demonstrations.
• Address challenges in a respectful, constructive, and solution-oriented manner.

Kenntnisse

Technical support

Hardware troubleshooting

MTBF metrics

Ticketing systems

English fluency

Ausbildung

Bachelor’s in electronics

Jobbeschreibung

Your mission

• Act as the primary Customer Support person in the company and primary point of contact for customers, managing, investigating, and following up on support tickets through resolution.
• Diagnose reported technical issues, coordinate resolutions with internal engineering teams, and ensure timely and clear communication with customers throughout the ticket lifecycle.
• Develop and continuously improve short- and long-term after-sales strategies, including customer support, maintenance, spare parts management.
• Track and report field quality indicators and recurring issues, including MTBF and failure rates to support corrective actions and product improvements.
• Maintain the customer portal, including FAQs, products documentation, troubleshooting guides, and support resources.
• Turn recurring support cases into self-service documentation
• Assist with drone repairs during peak periods or capacity constraints to help maintain the standard repair turnaround target.
• Support flight-testing activities for continuous improvement and product demonstrations
• Address challenges in a respectful, constructive, and solution-oriented manner.

Your profile

• At least 5 years of experience in technical customer support, after-sales, or a related role
• Technical educational background (ES, HES, Bachelor’s, or equivalent) in electronics, mechatronics, robotics, or a related field.
• Strong hands-on technical mindset, with the ability to understand complex hardware products and independently troubleshoot hardware and software issues.
• Comfortable with hands-on technical troubleshooting and hardware diagnostics
• Familiarity with ticketing systems and quality/reliability metrics (e.g. MTBF, failure rate)
• Excellent written and verbal communication skills
• Flexible, rigorous, and able to work independently
• Fluent in English

Why us?

• Evolution in a dynamic, fast-growing and exciting environment.
• Have measurable impact in the innovative projects that matter.
• Work with passionate, talented and committed teammates in a reasonably sized team.
• Be part of a recognised robotics company, Swiss scale-up. Consecutively rewarded as Swiss Top 100 Start-up and no 1 robotics start-up company 23/24
• Ensure your growth and profit from continuous training
• Be part of where humans are important!
• Modern offices in a compound of buildings full of start-ups.
• A team-elected Chief Happiness Officer, making sure the shelves are always loaded with fruits, juices and cakes.
• Weekly Flybotix gym session by a professional coach.
• Access to personal benefits platform.
• Onsite restaurants/cafeteria and vending machines.
• Onsite gym club, with reductions offered for start-ups.