Technical Support Engineer

Position Summary

Due to the extraordinary amount of field intervention required to physically support the Vision in the EMEA region, we are adding a French-speaking Technical Support Engineer to be based out of Lausanne.

Job Duties

• Provide timely, professional, and high-quality remote technical support to distributors and customers through Europe, the Middle East and Africa
• Diagnose and resolve a broad range of technical issues, including drone software, hardware systems, sensors, and field applications
• Manage support tickets independently and collaboratively, ensuring timely responses, accurate information sharing, and proper follow-up
• Collaborate cross-functionally with Sales, Quality, Product Management, and Engineering teams to communicate customer feedback and support continuous product improvement
• Ensure a high level of customer satisfaction while achieving full resolution and closure of all support cases, including coordination of action plans where required
• Troubleshoot integration challenges, including sensor integration with UAS/UAV platforms, mechanical mounting and gimbal issues, and data transfer/connectivity problems
• Develop and maintain customer-facing technical documentation, knowledge base articles, and training materials
• Utilize Python and shell scripting to analyze flight logs and improve operational processes
• Assist European customers with SORA applications

Qualifications

• Minimum of 5 years of experience in technical support, preferably involving electronic hardware such as cameras or drones
• Fluency in both English and French; additional languages are an advantage
• Strong communication skills with the ability to engage effectively with both technical and non-technical stakeholders
• EASA A1/A3 certification, or willingness to obtain certification for commercial drone operation
• Willingness to occasionally travel (estimated 15%), primarily within Europe
• Strong problem‑solving abilities, particularly in aircraft systems integration (mechanical and electrical) and photogrammetry tools
• Proactive attitude, passion for problem solving, and enthusiasm for customer help and contact
• Strong analytical skills
• Be flexible and have a positive, professional attitude to work well on a team
• Proven troubleshooting experience, especially with electronics and/or imaging hardware
• Analytical mindset with attention to detail
• Proactive, self‑motivated, and capable of working independently in a fast‑paced environment
• Collaborative team player with a positive and professional attitude
• High level of integrity and accountability

Preferred Qualifications

• Bachelor’s degree in a technical field or equivalent practical experience
• Familiarity with GIS, remote sensing technologies, or related software platforms such as QGIS, Pix4D, or Agisoft Metashape