Technical Support Representative - Commercial Military

Position Overview

The Commercial/Military Technical Support Representative is tasked with delivering expert technical assistance to Lumenier's military, government, commercial, and light show drone clientele. This encompasses guidance from assembling build kits to managing Ready-to-Fly systems, covering setup, configuration, troubleshooting, repair, and ongoing maintenance. The role demands familiarity with military hierarchy and terminology to interact effectively and credibly with servicemembers and defense sector customers. Maintaining up-to-date knowledge on all Lumenier products and components is essential for comprehensive support. Customer assistance is provided through multiple channels including email, live chat, phone, video conference, and face-to-face interactions.

Core Responsibilities

• Deliver timely and professional technical support to diverse clientele across all Lumenier drone product offerings.
• Effectively communicate using military ranks, roles, and common acronyms to support military users.
• Guide customers through build kit component selection, assembly, wiring, firmware setup, and configuration.
• Assist with Ready-to-Fly system initialization, including controller binding, calibration, flight settings, and troubleshooting.
• Diagnose hardware and software issues; instruct customers on repair and maintenance steps.
• Maintain an in-depth understanding of Lumenier components and their integration into drone systems.
• Stay current with product launches, firmware updates, revisions, and discontinued products.
• Support commercial drone fleet setup and operational troubleshooting.
• Manage support case documentation, RMAs, repair tracking, and keep customers informed on equipment status.
• Escalate complex technical problems to engineering with detailed reports on diagnostics and testing.
• Collect and communicate customer insights and failure data to aid continuous improvement.
• Contribute to building and updating knowledge base documents and training materials.
• Provide in-person assistance for pickups, demos, and hands-on support.
• Help fulfillment team with inventory and technical order verification as needed.
• Travel occasionally for customer visits, demos, and event participation.
• Perform other assigned duties as required.

Required Qualifications

• Bachelor’s degree in business, marketing, engineering, or related field preferred; equivalent experience accepted.
• Minimum three years’ experience in technical support, customer service, or field service for technical products; drone or UAS industry background advantageous.
• Strong dedication to task completion and a solid work ethic.
• Familiarity with CRM platforms and Microsoft Office applications.
• Highly organized with capacity to handle multiple priorities in a dynamic environment.
• Customer-centric approach coupled with effective problem-solving skills.
• Ability to collaborate across departments including Customer Service, Account Management, Operations, and Engineering.
• Direct military service or experience supporting military/government clients highly preferred; rapid acquisition of military knowledge essential if not initially familiar.
• Hands-on proficiency building, troubleshooting, and repairing drones, FPV gear, radio controls, or related electromechanical devices.
• Understanding of drone components such as flight controllers, ESCs, motors, radios, video transmitters, GPS, batteries, and related firmware/software tools (e.g., Betaflight, ArduPilot).
• Preferred skills in soldering and minor electronics repair.
• Excellent communication skills, capable of clarifying technical concepts to various user skill levels.
• Quick adaptability to new technologies and software systems; experience with ERP, CRM, and Help Desk tools beneficial.
• Results-driven with a strong sense of accountability and follow-through.
• Compliance with U.S. export control laws (ITAR/EAR) and associated eligibility requirements may be necessary due to role specifics.

Physical and Work Environment Requirements

• Extended computer work involving typing and desk activities.
• Regular hand and wrist usage for typing, writing, and handling office equipment.
• Effective verbal and auditory communication with colleagues and customers.
• Occasional physical tasks such as lifting up to 40 pounds of equipment and reaching or bending.
• Sharp vision to inspect minor components, use screens, and enter data precisely.
• Manual dexterity for assembling components, using hand tools, soldering, and typical office gadgets.
• Willingness to work overtime when necessary to fulfill business or customer support needs.
• Comfort working in office and light workshop settings with potential noise and indoor/outdoor testing environments.
• Ability to sustain concentration during screen time and frequent phone or headset use.
• Capability to maintain focus in a fast-paced, occasionally high-pressure workplace.

Additional Information

The outlined duties represent general responsibilities and may vary. Employees may undertake tasks outside their usual scope as needed. Lumenier Holdco is an Equal Opportunity Employer valuing diversity and prohibits discrimination or harassment based on any protected characteristic. Employment is at-will without contractual obligation.

Benefits

• Comprehensive health, dental, and vision insurance
• Life insurance and optional voluntary life and AD&D coverage
• Health Savings Account (HSA) and Flexible Spending Account (FSA)
• 401(k) retirement plan