Technical Customer Support Engineer

The Technical Customer Support Engineer role involves being the main point of contact for customers, handling support tickets from start to finish. The company specializes in robotics and is a recognized Swiss scale-up, known for its innovative projects. The engineer will diagnose technical issues, coordinate with internal teams for resolutions, and ensure clear communication with customers. They will also develop and improve after-sales strategies, including maintenance and spare parts management. The main day-to-day responsibilities include managing support tickets, diagnosing technical issues, and coordinating with internal engineering teams. The engineer will also track and report field quality indicators, maintain the customer portal with FAQs and documentation, and assist with drone repairs during peak periods. Additionally, they will support flight-testing activities and address customer challenges in a respectful and solution-oriented manner. To qualify, candidates must have at least five years of experience in technical customer support or a related role. A technical educational background in electronics, mechatronics, robotics, or a related field is required. Strong hands-on technical skills, familiarity with ticketing systems, and knowledge of quality/reliability metrics are essential. Excellent communication skills in English are also necessary. Nice-to-have skills include the ability to work independently and a flexible, rigorous approach to problem-solving. The role offers a dynamic and fast-growing environment with passionate teammates. The company provides continuous training, modern offices, and various benefits such as a Chief Happiness Officer, weekly gym sessions, and onsite dining options. What the role asks for: - At least 5 years of experience in technical customer support, After-Sales or a related position. - Technical education (ES, HES, Bachelor or equivalent) in Electronics, Mechatronics, Robotics or a related field. - Strong practical technical skills and the ability to understand complex hardware products and independently resolve hardware and software issues. - Familiarity with ticketing systems and quality/reliability metrics (e.g. MTBF, failure rate). - Fluently in English.