Tech Support Rep/Engineer

San Luis Obispo, California, United States Full-time

Position

WhiteFox 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.

 

Location

San Luis Obispo, CA

 

Compensation

Starting at $25+/hr with the opportunity to transition into a salaried position with competitive salary and benefits.  

 

Reponsiblities

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 report 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 2OT rates during these periods. Full-time (40 hours/wk) work availability. Some travel will be required.

 

Qualifications

  • 5+ years of technical 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