Tier 2 Drone Support

DeltaQuad; Duivendrecht; On-site; EUR 42,000 - 62,000; Full time

Benefits offered by this job

Coaching and professional growth

27 vacation days

38-hour workweek

Travel reimbursement

NS Business Card

PME pension fund

High‑tech environment

Open culture

Lunch provided

Team events

Job summary

DeltaQuad in the Netherlands seeks a Tier 2 Drone Support Specialist to be the technical expert behind complex UAV questions. You’ll dive into flight logs, diagnose issues, reproduce symptoms, and guide customers toward practical solutions.

You’ll work with T1 Support, Engineering, and Sales to resolve problems, communicate clearly, and document findings. Fluent English is required, and 4+ years in technical support for hardware-driven environments is preferred.

Qualifications

• Solid UAV systems knowledge including flight controllers, GNSS/navigation, autopilot, and VTOL operations.
• Hands‑on ability to diagnose hardware failures, read telemetry and flight logs, and coordinate repairs.
• Strong communication with customers during long investigations; clear updates and expectations.
• Understanding of escalation workflows between T1, T2, and Engineering.

Responsibilities

• Provide high-quality technical support via phone and email.
• Prioritise, analyse, and resolve complex UAV issues.
• Diagnose hardware failures and coordinate repairs or replacements.
• Analyse telemetry and flight logs to identify issues and root causes.
• Reproduce reported issues, test hypotheses, and identify solutions or workarounds.
• Log and maintain accurate support records in CRM and ticketing systems.
• Document findings and resolutions for knowledge base.
• Manage escalations to ensure tickets move effectively between teams.
• Communicate proactively with customers throughout investigations.
• Assist with commercial aspects alongside Sales as needed.

Skills

UAV knowledge

Hardware diagnostics

Customer-facing

Problem solving

Escalation workflows

Ticketing systems

Experience ≥4 years

English fluency

Job description

Do you enjoy solving problems, helping people, and getting to the bottom of things when something isn’t working as expected?

As part of our Support team, you’ll be the first point of contact for our customers and play an important role in making sure they get the help they need. You’ll receive and triage incoming questions, troubleshoot common technical issues, and guide customers towards a solution.

Some issues you’ll solve yourself, while others will need the right expert involved. You don’t need to have all the answers. What matters is that you ask the right questions, think practically, communicate clearly, and know when to escape.

Above all, you’ll make sure customers feel supported, informed, and confident that their issue is in good hands.

Our core values:

• Partnerships: we grow together through long-term collaboration and shared success.
• Customer focus: we think and act based on our customers’ needs.
• Ownership: we take responsibility for what we do.
• Innovation: we seek smart, practical solutions that work.
• Excellence: we aim for quality and results.
• Team spirit: we build trust, growth and enjoyment together.

2. The role

As a Tier 2 Drone Support Specialist , you’ll be the technical expert behind some of the more interesting and complex questions around our UAV systems.

You know how drones work beyond the surface. From flight controllers and navigation to hardware, telemetry and flight behaviour, you understand what normal operation looks like and know where to look when something stands out. You’ll dive into flight logs, investigate technical behaviour, reproduce issues, test hypotheses, and work towards the right solution.

It’s a role for someone who genuinely enjoys figuring things out. You’ll combine hands‑on UAV knowledge with analytical thinking and direct customer interaction, taking ownership of technical cases and turning your findings into clear, practical solutions.

You won’t do this alone. You’ll work closely with T1 Support, Support & Training, Engineering, R&D, Operations, Sales and other teams across DeltaQuad, bringing together the right expertise when needed and sharing what you learn along the way.

Ket tasks and responsibilities

• Provide high-quality technical support via phone and email.
• Prioritise, analyse, and resolve complex technical UAV issues.
• Diagnose hardware failures and coordinate repairs or replacements when needed.
• Analyse telemetry and flight logs to identify technical issues and possible root causes.
• Reproduce reported issues, test hypotheses, and identify solutions or practical workarounds.
• Register and maintain accurate support logs in our CRM and ticketing systems.
• Ensure technical findings, troubleshooting steps, and resolutions are clearly documented and traceable.
• Manage escalations and ensure tickets move effectively between T1, T2, and Engineering.
• Maintain proactive communication with customers and provide clear updates throughout technical investigations.
• Document support processes and FAQs and contribute to the internal knowledge base.
• Provide commercial assistance to existing clients in collaboration with the Sales team.
• Relay customer feedback and recurring technical issues to internal teams to drive continuous improvement.

4. What you bring

You combine strong UAV knowledge with a practical, analytical mindset and know how to turn technical challenges into clear solutions. For this role, we’re looking for:

• Drone/UAV Experience: Solid working knowledge of UAV systems, including flight controllers, GNSS/navigation, autopilot, and VTOL fixed-wing operations, allowing you to understand what “normal” looks like and spot what isn’t.
• Hardware Support Experience: Hands‑on ability to diagnose hardware failures, read telemetry and flight logs, and coordinate repairs or replacements when needed.
• Customer-Facing Skills: Professional and patient communication with customers on complex technical topics, providing clear updates and managing expectations throughout longer investigations.
• Problem-Solving Mindset: Root‑cause thinking rather than surface fixes, with the ability to reproduce issues, test hypotheses, and find practical workarounds when needed.
• Knowledge of Support Processes: Understanding of escalation workflows and how tickets should move between T1, T2, and Engineering.
• Ticketing System Proficiency: Comfortable logging, tracking, and documenting technical findings within ticketing systems so cases are clear and traceable for other teams.
• At least 4 years of experience in technical support, ideally within a technical or hardware-driven environment.
• Fluent in English; additional languages and drone certifications are a plus.

5. What we offer

• Coaching and professional growth opportunities.
• 27 vacation days (based on full-time).
• 38-hour workweek with flexible working hours.
• Travel reimbursement of €0.23/km or a fully covered NS Business Card.
• Excellent pension scheme through the PME pension fund.
• Work in an innovative, high-tech environment with real-world impact.
• Open, informal company culture where your ideas are valued.
• Lunch provided by DeltaQuad, monthly team drinks, and regular team activities.