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Red Cat Holdings · 16 hours ago

Senior Customer Support Technician

Carson, CA

Full-time

Onsite

Senior Level

$110K/yr - $120K/yr

5+ years exp

Red Cat Holdings, through its subsidiary Flightwave, is a leader in the UAS drone industry seeking a Senior Customer Support Technician. This role involves resolving complex technical issues, creating support processes, and enhancing customer experiences with Flightwave's UAS systems.

BlockchainDrone ManagementLogisticsSaaSSupply Chain Management

No H1B

U.S. Citizen Only

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

Qualification

Technical troubleshootingUAS pilot certificationCustomer support processesMicrosoft Office SuiteJiraCRM systemsERP platformsOutgoing personalityCommunication skillsProblem-solving skillsSelf-starter

Required

5+ years of experience in a technical customer support role, preferably in aerospace, robotics, or advanced technology industries

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

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