Technical Support Specialist

Unmanned Aircraft Sensors and Services
Location: Seattle, WA


Postion Overview

MicaSense is seeking a Full-Time Technical Support Specialist (TSS) to improve the customer experience with our products, answer technical questions, troubleshoot issues that come through our support portal, and manage our knowledge base and training articles/blogs. You will ensure the highest level of technical support is offered to our customers and be responsive to their need for integration of hardware and data into a wide variety of platforms (aircraft and data integrators). The TSS will also support customer training sessions, field days, and ongoing development of the online knowledge base and training videos.

Responsibilities

  • Oversight and ownership of technical support tickets generated and managed through our ZenDesk portal

  • Work both independently and with the Team to resolve support tickets through ZenDesk, ensuring response times are minimized, proper information and best practices are shared, and any follow up actions are completed in a timely manner

  • Assign tickets to other support and engineering staff as needed

  • Ensure closure of all tickets; coordinate technical response or action plan

  • Identify areas of improvement in the company and assist in creating and implementing solutions

  • Troubleshoot issues related to sensor integration with host (UAS/UAV) aircraft systems; mechanical integration (mounting and gimbal issues); data transfer and/or connectivity issues

  • Create technical articles for customer knowledge base and training programs

Qualifications

  • Minimum of 1 year of customer service or technical support; a technical degree is a plus

  • Exceptional problem-solving skills and the ability to apply general knowledge in aircraft systems integration (mechanical/electrical) and cloud-based processing services

  • Exceptional written and verbal communication skills

  • Proactive attitude and interest in having direct customer contact on a continuous basis

  • Be flexible and have a positive, professional attitude to work well on a team

  • Proven ability for troubleshooting

  • Previous technical support experience a plus

  • High degree of personal and professional integrity

  • Self-starter; proactive and takes initiative, with the ability to work independently and quickly learn new skills.

  • Desire to work at a fast-paced startup company with ambitious goals and timelines

  • Your friends would describe you as someone who “just gets things done”

Extra Points

Our dream candidate offers:

  • Interest in drones and technology! Our company is on the forefront of technology advancements and we work closely with everyone from drone integrators to new tech adopters

  • Some experience with unmanned aircraft or drones either professionally or as a hobbyist

  • Experience working with GIS, remote sensing systems, or similar cloud-based software analytics

Benefits and Perks

  • Competitive salary + profit sharing bonus

  • Excellent medical and dental coverage

  • 401K Retirement plan

  • Flexible working hours and personal time off

  • Excellent working environment in Fremont neighborhood, overlooking north side of Lake Union, with easy access to Burke-Gilman trail

  • Subsidized ORCA bus/metro passes

  • Access to office full kitchen with complimentary espresso, drinks, snacks

  • Impromptu NERF gun fights and mini-drone races