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Technical Customer Support Engineer

Wingtra 2East Coast United States🇺🇸United States

Quick overview

SeniorityMid Senior
Employment typeFull Time
Work modeRemote
LocationEast Coast United States, United States
OnboardingDroneRoboticsCRMCustomer SuccessGISHubSpotTechnical SupportZendesk

Job description

Join the Wingtra team and become part of this venture-backed robotics scaleup with a global and international team of 125+ dedicated Wingtranauts who want to see their actions have a positive and lasting impact on the world. Founded more than 8 years ago at ETH Zurich, Europe’s leading robotics university, our goal is to build the best aerial robots to digitize the world at the push of a button and set the basis for faster and better decisions. Wingtra provides efficient and reliable data solutions to a variety of industries ranging from mining, construction and agriculture to humanitarian organizations, environmentalists and wildlife monitoring groups.
We are reaching for the stars and together we might just get there. Open communication, asking hard questions and valuing diverse viewpoints are but a few things that will help us achieve our goals. Above all we will never stop learning and striving to help each other reach our maximum potential.

You’ll handle Wingtra’s hardest technical cases in the US East region, the ones that need a surveyor’s judgment, not just a troubleshooting script. Most of your time goes to escalated technical support: complex payload, LiDAR and processing issues you work through with our engineers in Zurich. The rest goes to the field: training dealers, running onsite customer sessions, pilot projects and sales support.

You’ll work daily with the US support team, the US East sales reps, our dealer network and the product and engineering teams in Zurich.

Responsibilities

    Most of your time (about 75%) goes to advanced technical support:

    • Own the hardest cases. You take Tier 2 and Tier 3 escalations for US East customers and dealers, the ones the frontline team can’t close on their own.
    • Get to the bottom of it. You investigate issues across drone hardware, payloads (RGB, multispectral, LiDAR), flight planning and post-processing.
    • Work the problem with Zurich. When a sensor or integration issue needs more than a support ticket, you bring in payload partners and Wingtra’s engineers in Zurich to close it out.
    • Check the data, not just the ticket. You review customer datasets for GCPs, PPK, coordinate systems, photogrammetry and LiDAR outputs, and you tell customers exactly what to fix and how.
    • Be the person they can count on. For key accounts with an open or recurring issue, you’re the one technical point of contact, so they always know where things stand.
    • Keep the record straight. You manage cases, customer history and RMA logistics in HubSpot, and you flag upsell signals to the sales team along the way.
    • Turn hard cases into shared knowledge. You write up solved escalations as Knowledge Base articles and internal troubleshooting guides, so the next case goes faster.
    • Close the loop with product. You feed recurring issues back to product and engineering, so they hear what customers keep running into.

      • The rest (about 25%) is professional services and field work:

      • Get our dealers up to speed. You run onboarding and certification trainings for dealers, in person and remote.
      • Get hands-on with customers. You lead onsite trainings, pilot projects and product demos.
      • Back up sales when it counts. Late in a deal, you join sales reps for technical demos, workflow reviews and the survey-specific questions only a surveyor can answer.

Requirements

    • You have a bachelor’s degree in geomatics, surveying, civil engineering, GIS or a related technical field, or equivalent experience.
    • You’ve spent 3+ years in the geospatial or surveying industry, with hands-on field and office survey work behind you.
    • You have a working knowledge of survey control, GNSS, RTK/PPK, coordinate systems and accuracy reporting.
    • You’ve processed photogrammetry or LiDAR data in tools like Pix4D, Agisoft Metashape, Trimble Business Center, LiDAR360, QGIS or ArcGIS.
    • You troubleshoot in a structured way, and you have the patience to see a hard case through to root cause.
    • You write and speak English clearly, and you can explain a technical problem to a customer, a dealer or an engineer.
    • You’re based on the US East Coast and ready to travel to customer and dealer sites there, roughly 20-30% of your time.

Plus

    • A Professional Land Surveyor (PLS) license, or working toward one.
    • Hands-on with UAV (drone) mapping workflows and payload integrations.
    • A background in technical support, customer success or pre-sales for a technical product.
    • Comfortable working in HubSpot, Zendesk or a similar CRM and ticketing system.
    • Confident delivering trainings or technical presentations.
    • Time spent at a startup.
If you enjoy teamwork more than being the individual superhero, and if you thrive in a feedback-driven culture and an exciting, unconventional yet structured and progressive start-up environment, we would love to hear from you.

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