Experience Level: Minimum 3 years in Customer Support & Troubleshooting

At Indrones, we are looking for an experienced Customer Support Engineer to provide technical assistance, troubleshooting, and customer service for our UAV products. The ideal candidate should have a strong background in customer support, issue resolution, and technical troubleshooting, with prior experience in the drone industry being mandatory.

Key Responsibilities

• Customer Support & Troubleshooting
• Provide technical support to customers via phone, email, and live chat.
• Diagnose and troubleshoot hardware, software, and connectivity issues with drones.
• Assist clients with UAV setup, configuration, and maintenance.
• Guide customers in using flight controllers, mission planning software, and payload integration.
• Coordinate with the engineering team to resolve complex technical issues.

Customer Interaction & Relationship Management

• Understand customer pain points and provide effective solutions.
• Train customers on best practices, safety protocols, and operational procedures.
• Maintain detailed logs of customer interactions, issues, and resolutions.
• Ensure timely follow- ups and escalation handling for unresolved concerns.

Field Support & Training

• Conduct on- site visits for troubleshooting and training when required.
• Assist in demonstrations, workshops, and training sessions for clients.
• Gather customer feedback to help improve products and services.

Documentation & Reporting

• Prepare user manuals, FAQs, and troubleshooting guides.
• Document recurring issues and coordinate with the R&D team for improvements.
• Generate customer service reports and analytics to enhance support strategies.

Required Qualifications

• Bachelor’s degree in Engineering, Electronics, or a related field.
• Minimum 3 years of experience in technical customer support and troubleshooting.
• Mandatory experience in the drone industry with knowledge of UAV hardware & software.
• Strong understanding of drone systems, flight controllers, telemetry, and payloads.
• Familiarity with ArduPilot, PX4, Mission Planner, and QGroundControl.
• Excellent communication skills and ability to handle customer queries professionally.
• Ability to analyze logs, debug issues, and work with the development team for fixes.

Preferred Skills

• Experience in field support, training, and customer workshops.
• Knowledge of LiDAR, thermal cameras, and advanced UAV payloads.
• Hands- on experience in drone assembly, calibration, and repairs.
• Familiarity with troubleshooting communication links (Telemetry, RC, GPS, FPV, etc.).
• Ability to work under pressure and manage multiple customer requests efficiently.