Technical Support Specialist - sUAS

AllTerra Central, Inc.; Town of Texas (WI); On-site; USD 45,000 - 65,000; Full time

Job summary

AllTerra Central, Inc. seeks a Technical Support Specialist to deliver technical support, troubleshooting assistance, and customer success services for sUAS and related software.

You will be the primary contact for customers on hardware, software, flight operations, data workflows, and best practices, with involvement in onboarding and training as needed.

Qualifications

• Provide customer-facing technical support for sUAS hardware and software products.

Responsibilities

• Provide telephone, remote, and email-based technical support for sUAS platforms and workflows.
• Troubleshoot hardware, software, connectivity, and configuration issues to identify root causes and solutions.
• Assist with customer onboarding, training delivery, and product familiarization sessions.

Job description

This Technical Support Specialist will provide technical support, troubleshooting assistance, and customer success services for Small Unmanned Aircraft Systems (sUAS), related software applications, and associated workflows sold and supported by AllTerra Central. This position serves as a primary point of contact for customers seeking assistance with sUAS hardware, software, flight operations, data processing workflows, and best practices. The UAV Support Specialist will also assist as needed with customer onboarding, training delivery, and product familiarization activities to ensure successful adoption and utilization of company solutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide telephone, remote, and email-based technical support for sUAS platforms, sensors, software applications, and associated workflows.
• Troubleshoot customer-reported hardware, software, connectivity, configuration, and operational issues to identify root causes and recommend solutions.
• Support other emerging technologies and reality capture-related products such as handheld scanners and SLAM scanners.
• Document customer interactions, technical issues, resolutions, and support activities within company systems and processes.
• Escalate advanced technical issues to manufacturers, software vendors, or internal technical resources as required.
• Maintain strong product knowledge of sUAS hardware, software, payloads, and emerging industry technologies.
• As needed, support the sUAS sales team with customer onboarding efforts through product familiarization sessions and workflow consultations.
• Assist in development and delivery of customer training programs, workshops, webinars, and educational content.
• Collaborate with sales and the technical solutions teams to ensure successful customer outcomes.
• Promote a high level of customer satisfaction through responsive, professional, and solution-oriented support.