Tier 2 Drone Support Specialist DeltaQuad

Dronewatch; Amsterdam; On-site; EUR 52,000 - 68,000; Full time

Benefits offered by this job

Growth opportunities

27 vacation days

38-hour workweek

Travel reimbursement

Pension PME

High-tech environment

Open culture

Lunch provided

Team activities

Job summary

DeltaQuad in Amsterdam is seeking a Tier 2 Drone Support Specialist to be the technical expert behind complex UAV inquiries, owning investigations from flight logs to hardware issues. You’ll work with T1, Engineering, R&D, and Sales to deliver clear, practical solutions in real-world deployments.

You’ll combine hands-on UAV know-how with analytical thinking and strong customer interaction, handling tickets end-to-end while maintaining proactive communication and knowledge sharing across teams.

Qualifications

• Drone/UAV experience with flight controllers, GNSS/navigation, autopilot and VTOL operations.
• Hands-on ability to diagnose hardware failures and read telemetry/flight logs.
• Professional and patient communication with customers on complex technical topics.

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.
• Register and maintain accurate support logs in CRM/ticketing systems.
• Ensure technical findings and resolutions are documented and traceable.
• Manage escalations between T1, T2, and Engineering.
• Maintain proactive communication with customers with clear updates.
• Document support processes and contribute to knowledge base.
• Provide commercial assistance to existing clients with Sales.
• Relay customer feedback to internal teams for improvement.

Skills

Drone/UAV knowledge

Hardware support

Customer-facing skills

Problem solving

Support process knowledge

Ticketing system

Experience 4+ years

Fluent English

Job description

Be the first-line tech expert at DeltaQuad, supporting customers worldwide and keeping our VTOL drone systems flying safely and reliably.

On a mission

At DeltaQuad, everything revolves around creating technology that truly makes an impact. As a leading developer of long-range electric VTOL drones, we deliver high-quality systems worldwide for defence, security, and commercial operations. Our focus lies in reliability, innovation, and ease of use.

Our support department plays a crucial role in this mission. Outstanding customer experience, clear communication, and strong technical support form the foundation for long-term customer relationships and the optimal deployment of our systems. In this role, you directly contribute to the quality and continuity of our UAV operations in the field.

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.

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.

Key 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.

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.

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 €0.25/km or full compensation for public transport (2nd class).
• 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.

Please note that, as part of our recruitment process, we may request a Certificate of Conduct (VOG) and conduct a background screening in accordance with our screening policy. We appreciate your understanding and cooperation throughout this process.