Senior Customer Support Technician

Description

Position Summary

Come join a growing organization in the UAS drone industry! Flightwave, a wholly owned subsidiary of Red Cat Holdings, has an immediate opening for a Senior Customer Support Technician who thrives in a fast-paced, dynamic environment and is passionate about solving customer challenges with precision, empathy, and expertise. At Flightwave, we are pushing the boundaries of unmanned aerial systems (UAS) to deliver innovative, reliable, and mission-critical solutions. Our technology empowers defense, commercial, and enterprise customers with tools that redefine the future of UAS operations.

The Senior Customer Support Technician will serve as a frontline technical expert and trusted advisor to our customers. This role is responsible for resolving complex technical issues, creating scalable support processes, and ensuring customers maximize the value of their Flightwave systems. With strong technical acumen, problem-solving skills, and exceptional communication abilities, you will play a key role in shaping our customer experience.

Responsibilities

Essential Duties and Responsibilities

• Provide advanced technical troubleshooting and resolution for customer-reported issues.
• Serve as a subject matter expert on Flightwave’s UAS platforms, systems, and software.
• Pilot UASs for testing and diagnostics; UAS pilot experience is highly desired.
• Develop and document customer support processes, standard operating procedures (SOPs), and knowledge base resources.
• Collaborate with engineering, quality, product, and operations teams to escalate and resolve complex technical challenges.
• Actively engage with customers in a professional, outgoing manner to build trust and ensure satisfaction.
• Utilize CRM and ERP systems to track, manage, and report customer support cases.
• Work with shipping/logistics to assist in managing customer shipments.
• Support continuous improvement initiatives by analyzing trends, identifying recurring issues, and recommending product or process enhancements.
  
  

Qualifications

Required Qualifications

• 5 years of experience in a technical customer support role, preferably in aerospace, robotics, or advanced technology industries.
• Part 107 pilot certification or proven UAV piloting experience strongly preferred.
• Strong background in technical troubleshooting and diagnostic problem solving.
• Demonstrated ability to create and implement support processes and procedures.
• Outgoing personality with the ability to connect with customers and colleagues.
• Self-starter who thrives in dynamic environments and takes initiative without close supervision.
• Exceptional written and verbal communication skills, with a proven ability to explain complex technical concepts clearly.
• Experience using Microsoft Office Suite, Jira, CRM systems, and ERP platforms.
  
  

Requirements

Physical Requirements and Working Conditions

• Must be able to walk, stand, and navigate large indoor and outdoor facilities for extended periods of time.
• Ability to lift, carry, and move materials and equipment weighing up to 25 lbs on a regular basis.
• Use of personal protective equipment (PPE) may be required in designated areas or when performing specific tasks, in accordance with safety protocols and company policy.
• May be required to climb ladders, stoop, kneel, or crouch during inspections, maintenance walk-throughs, or emergency response situations.
• Regular exposure to facility operations including noise, dust, temperature fluctuations, and industrial equipment.
• Occasional off-hours or weekend work required for emergency facility responses or projects as needed
• Requires frequent use of a computer and other standard office equipment for documentation, communication, and coordination tasks.
  
  

Background Check

This position will require successfully completing a post-offer background check. Qualified candidates with a criminal history will be considered and are not automatically disqualified, consistent with federal and state law.

EEO and ITAR/EAR Work Authorization Disclosure

Red Cat Holdings provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This position requires direct or indirect access to hardware, software, technology or technical data controlled under the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR). Successful candidates for positions subject to ITAR/EAR restrictions must provide proof of U.S. Citizenship or Permanent Residence and must not require sponsorship for export-restricted work authorization.

E-Verify

The company participates ensure eligibility for employment and compliance with rules.

Compensation: $110k - $120k, plus generous annual equity package and potential bonuses.