Tech Support Rep/Engineer

San Luis Obispo, California, United States Full-time

Tech Support Rep/Engineer

Summary

Our specialty is landing drones, but our mission is to keep them flying. We are drone enthusiasts and security experts keeping the skies open to all responsible pilots and advancing the potential for drone technology to benefit society. We are dedicated to the design, development, testing, and validation of our unique engineering solutions to mitigate drone threats in the skies over critical environments and operations. As a member of this team, you will be in the forefront of counter-sUAS (small unmanned aerial systems) technology.

Job Description

We are is seeking a Tech Support Rep/Engineer to provide technical support to a quickly-expanding customer base. This role will work under the direction of the Director of Customer Success to build both national and international relationships and mitigate product issues.

Immediate job requirements will include basic assembly of WhiteFox’s flagship product. Candidate will also perform QA & QC testing in conjunction with WhiteFox’s Engineering Team. Both tasks will develop a thorough understanding of the product infrastructure and serve as the employee’s foundation for troubleshooting customer issues.  

The Tech Support Rep/Engineer role requires an effective communicator with an analytical and problem solving mindset. The candidate must be comfortable communicating external partner needs to WhiteFox’s engineering team. Significant opportunities for growth within a rapidly expanding company and industry will be available for the successful candidate.  

Join in a dedicated team of people pioneering the safe integration of drones into society.

Compensation

  • Starting at $25+/hr with the opportunity to transition into a salaried position with competitive salary and benefits  
  • Company stock options
  • Health, Vision, Dental, Life, and AD&D Insurance
  • Unlimited PTO

Location

San Luis Obispo, CA

Responsibilities

  • Provide existing customers technical support, hardware/IT background
  • Analyze, troubleshoot, and resolve technical issues as they occur
  • Provide technical reports to the Director of Customer Success & Engineering Department that categorize and quantify issues and root causes
  • Proven history of excellent rapport with customers during process
  • Document product issues and errors, including the steps used to resolve each issue. Understanding of company products and customer expectations
  • Prioritize urgency of requests in addressing issues
  • Remote trouble/diagnostic of complex hardware systems
  • Occasional on-call requirements; often paid OT or 2xOT rates during these periods
  • Full-time (40 hours/wk) work availability
  • Some travel will be required

Qualifications

  • 5+ years of technical support experience, preferably with a company with hardware or manufacturing factors
  • Excellent verbal and written communication skills
  • Experience using a project management technology for task/timeline management and communication; experience with Asana is a plus
  • Ability to collaborate effectively with cross-functional teams
  • Exceptional problem solving skills
  • Ability to communicate and understand technical details of the product lines
  • A multitasker with the ability to wear many hats in a fast-paced environment
  • Personal qualities of integrity, credibility, and dedication to the mission of WhiteFox
  • Must be willing to relocate
  • Writing sample to be provided
  • Must be eligible to meet International Traffic in Arms Regulations (ITAR) access requirements

About WhiteFox

WhiteFox, a drone airspace security company, is pioneering the safe integration of drones into society. WhiteFox develops products that save lives, protect property, and safeguard privacy.

WhiteFox started as a drone manufacturer—we’re enthusiasts who want them to fly safely and legally. When we realized there were no mechanisms of enforcement to protect against their misuse, we set out to develop a solution. WhiteFox’s mission is to keep the sky open for responsible pilots and advancing drone technology for the benefit of society.

In a constantly changing industry, WhiteFox is pushing the boundaries of what it means to be secure.

WhiteFox Defense Technologies is an equal opportunity employer committed to hiring a diverse team of qualified individuals. We conduct background checks on all final candidates for the safety of our employees and the health of our company.