Technical Customer Support Engineer

Wingtra AG•Dover, NH

About The Position

Wingtra is hiring a Technical Customer Support Engineer to support customers and dealers in the US East region. The role focuses primarily on advanced technical support, handling complex Tier 2 and Tier 3 issues involving drone hardware, RGB, multispectral and LiDAR payloads, flight planning, and data processing. The engineer investigates customer datasets and works with payload partners and Wingtra’s product and engineering teams in Zurich to resolve difficult cases. The role also serves as the technical point of contact for key accounts, manages support cases and RMA logistics in HubSpot, documents solutions, and shares recurring customer issues with product and engineering teams. Approximately 25% of the role involves professional services and field work, including dealer onboarding and certification, onsite customer training, pilot projects, product demonstrations, and technical support for sales activities. The position works closely with the US support team, US East sales representatives, the dealer network, and teams in Zurich. The successful candidate is based on the US East Coast and travels to customer and dealer sites there roughly 20–30% of the time.

Requirements

Bachelor’s degree in geomatics, surveying, civil engineering, GIS, or a related technical field, or equivalent experience.
At least 3 years of experience in the geospatial or surveying industry, including hands-on field and office survey work.
Working knowledge of survey control, GNSS, RTK/PPK, coordinate systems, and accuracy reporting.
Experience processing photogrammetry or LiDAR data using tools such as Pix4D, Agisoft Metashape, Trimble Business Center, LiDAR360, QGIS, or ArcGIS.
Structured troubleshooting skills and patience to pursue difficult cases to their root cause.
Clear written and spoken English, with the ability to explain technical problems to customers, dealers, and engineers.
Based on the US East Coast and ready to travel to customer and dealer sites in the region roughly 20–30% of the time.

Nice To Haves

Professional Land Surveyor (PLS) license, or working toward one.
Hands-on experience with UAV (drone) mapping workflows and payload integrations.
Background in technical support, customer success, or pre-sales for a technical product.
Familiarity with HubSpot, Zendesk, or similar CRM and ticketing systems.
Confidence delivering trainings or technical presentations.
Startup experience.

Responsibilities

Own Tier 2 and Tier 3 escalations for US East customers and dealers.
Investigate issues involving drone hardware, RGB, multispectral and LiDAR payloads, flight planning, and post-processing.
Coordinate with payload partners and Wingtra engineers in Zurich to resolve sensor and integration issues.
Review customer datasets for GCPs, PPK, coordinate systems, photogrammetry, and LiDAR outputs; explain required corrections to customers.
Serve as the technical point of contact for key accounts with open or recurring issues.
Manage support cases, customer history, and RMA logistics in HubSpot, and flag upsell opportunities to sales.
Document resolved escalations in Knowledge Base articles and internal troubleshooting guides.
Share recurring customer issues with product and engineering teams.
Deliver dealer onboarding and certification training, both in person and remotely.
Lead onsite customer trainings, pilot projects, and product demonstrations.
Support sales representatives with technical demos, workflow reviews, and survey-specific questions.