- Act as the primary Customer Support person in the company and primary point of contact for customers, managing, investigating, and following up on support tickets through resolution.
- Diagnose reported technical issues, coordinate resolutions with internal engineering teams, and ensure timely and clear communication with customers throughout the ticket lifecycle.
- Develop and continuously improve short- and long-term after-sales strategies, including customer support, maintenance, spare parts management.
- Track and report field quality indicators and recurring issues, including MTBF and failure rates to support corrective actions and product improvements.
- Maintain the customer portal, including FAQs, products documentation, troubleshooting guides, and support resources.
- Turn recurring support cases into self-service documentation
- Assist with drone repairs during peak periods or capacity constraints to help maintain the standard repair turnaround target.
- Support flight-testing activities for continuous improvement and product demonstrations
- Address challenges in a respectful, constructive, and solution-oriented manner.
Technical Customer Support Engineer
HQ - CH
Full or part-time
Permanent employee
Your mission
Your profile
- At least 5 years of experience in technical customer support, after-sales, or a related role
- Technical educational background (ES, HES, Bachelor’s, or equivalent) in electronics, mechatronics, robotics, or a related field.
- Strong hands-on technical mindset, with the ability to understand complex hardware products and independently troubleshoot hardware and software issues.
- Comfortable with hands-on technical troubleshooting and hardware diagnostics
- Familiarity with ticketing systems and quality/reliability metrics (e.g. MTBF, failure rate)
- Excellent written and verbal communication skills
- Flexible, rigorous, and able to work independently
- Fluent in English
Why us?
- Evolution in a dynamic, fast-growing and exciting environment.
- Have measurable impact in the innovative projects that matter.
- Work with passionate, talented and committed teammates in a reasonably sized team.
- Be part of a recognised robotics company, Swiss scale-up. Consecutively rewarded as Swiss Top 100 Start-up and no 1 robotics start-up company 23/24
- Ensure your growth and profit from continuous training
- Be part of where humans are important!
- Modern offices in a compound of buildings full of start-ups.
- A team-elected Chief Happiness Officer, making sure the shelves are always loaded with fruits, juices and cakes.
- Weekly Flybotix gym session by a professional coach.
- Access to personal benefits platform.
- Onsite restaurants/cafeteria and vending machines.
- Onsite gym club, with reductions offered for start-ups.
About us
Welcome to Flybotix, where innovation meets safety and efficiency. We believe that indoor inspections should be safe and cost-effective. We're dedicated to minimizing human exposure to hazardous environments while boosting efficiency. With our ASIO drone and software, we've transformed confined space inspections. ASIO allows for over 20 minutes of visual inspection in the field, keeping humans out of harm's way. We've doubled the flight time compared to our closest competitor, replacing complex helicopter mechanisms with innovative technology. We serve a range of industries globally, including sewer management, hydro power plants, oil & gas, maritime, and chemical plants. Our ASIO drone offers unmatched flight time, making your inspections efficient and reliable. Join us in revolutionizing the future of industrial inspections, prioritizing safety and efficiency!
We are a passionate, ambitious, and respectful team, where our impact counts. We work hard and know each other beyond first names. We create and succeed whilst working mostly in our office based close to Lausanne. We grow and look forward to having more amazing people!
We are a passionate, ambitious, and respectful team, where our impact counts. We work hard and know each other beyond first names. We create and succeed whilst working mostly in our office based close to Lausanne. We grow and look forward to having more amazing people!