Senior Customer Support Technician

RED CAT HOLDINGS•Carson, CA

4d•$110,000 - $120,000

About The Position

Come join a growing organization in the UAS drone industry! Flightwave, a wholly owned subsidiary of Red Cat Holdings, has an immediate opening for a Senior Customer Support Technician who thrives in a fast-paced, dynamic environment and is passionate about solving customer challenges with precision, empathy, and expertise. At Flightwave, we are pushing the boundaries of unmanned aerial systems (UAS) to deliver innovative, reliable, and mission-critical solutions. Our technology empowers defense, commercial, and enterprise customers with tools that redefine the future of UAS operations. The Senior Customer Support Technician will serve as a frontline technical expert and trusted advisor to our customers. This role is responsible for resolving complex technical issues, creating scalable support processes, and ensuring customers maximize the value of their Flightwave systems. With strong technical acumen, problem-solving skills, and exceptional communication abilities, you will play a key role in shaping our customer experience.

Requirements

5+ years of experience in a technical customer support role, preferably in aerospace, robotics, or advanced technology industries.
Part 107 pilot certification or proven UAV piloting experience strongly preferred.
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.

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.