Technical Customer Support Specialist

Do you want to dive in the fast-growing industry of drones and get a rewarding experience in a dynamic scale-up environment?

At Flyability, we believe that robots should be sent into hazardous places and dangerous environments instead of humans. To support our belief, we created Elios, the world’s first collision-tolerant flying robot that can safely enter, survey, and inspect confined spaces so that people don’t have to. With more than 150 employees and 1’500 customers, Flyability is the market leader in the UAS indoor inspection industry. Joining Flyability is not just taking on a new job; it is seizing the opportunity to improve the lives of millions of people and contribute to the future of robotics.

To complete our creative and dynamic team in Lausanne, we are seeking a:

Technical Customer Support Specialist (100%)

Starting date: as soon as possible

Your role

You will be the technical frontline of our customer support team, tackling inquiries from customers worldwide.

Your goal is to empower users by providing technical advice and solving known issues. For more complex, unprecedented problems, you will perform the initial investigation and gather critical data before escalating to our engineering teams. Beyond direct customer support, you will serve as the internal Hardware Referent, bridging the gap between the field and our technical departments, and driving our knowledge base.

You will report directly to the Head of Customer Support.

What you will own:

• Technical Troubleshooting: Support customers and internal stakeholders via our ticketing system and phone by investigating issues, providing solutions, and guiding users step-by-step.
• System Investigation: Analyze the interactions between the drone's physical hardware, onboard computers, and software ecosystem to diagnose user problems.
• Cross-Functional Escalation: Act as the vital link between the field and our Quality/R&D teams. You will report recurring field issues and package complex anomalies with detailed, actionable context for R&D to perform advanced root-cause analysis.
• Knowledge Sharing: Serve as the internal hardware expert, gathering technical insights and sharing knowledge to elevate the overall competency of the Customer Support team.
• Technical Writing: Author and maintain comprehensive, easy-to-understand technical articles for both our customer-facing knowledge base and internal documentation.
• Service & Parts Logistics: Process and enter customer spare parts orders into the system, track them to ensure timely resolutions, and oversee the progress of drone repairs and maintenance performed at HQ.

Requirements

Your profile:

• 3-5 years in a technical support, field technician, or related troubleshooting role.
• Degree in Electronics, Automation, Robotics, Mechatronics, or a closely related technical field.
• You must be able to understand how different systems interact together, from hardware to software to post processing. Understanding of UAV operations and computer systems are a strong asset.
• Excellent written and verbal communication skills in English. Fluency in German, French or additional languages are a strong asset.
• Strong technical writing abilities to translate technical engineering concepts into clear, accessible customer instructions.
• Proactive, curious, organized, and capable of working autonomously while knowing when to escalate issues.

Benefits

Perks & Benefits You'll Love:

• Enjoy 25 vacation days per year, plus all public holidays to recharge and explore
• Additional days off are granted based on your seniority with us, up to 5 days.
• Stay secure with comprehensive accident insurance covering medical treatments and hospitalization
• Work your way with flexible schedules and the option to work remotelyup to 2 days per week
• Boost your well-being with discounts on gym memberships and sports events
• Access exclusive benefits through Swibeco, our platform that offers discounts and rewards at a wide range of retailers and services.
• Connect with your team at exciting events like our ski weekend, summer barbecue, and after-work gatherings

  … and so much more! Apply now to discover all we have to offer.

Flyability is a Swiss company with over 10 years of experience that values independent thinking combined with a collaborative spirit. Every day, you will have the opportunity to share your ideas and contribute to solving problems. We all work together, and each voice is considered as we collaborate to achieve our goals.

Ready to join?

We know the confidence gap and impostor syndrome can get in the way of meeting spectacular candidates, so please don't hesitate to apply -regardless of your past experience or resume, we'd love to hear from you.

Automated Screening Notice: Please note that Flyability uses automated eligibility questions as part of our initial screening process. If your application does not meet these mandatory requirements, it will be automatically excluded from further consideration. If you submit an application and believe it was incorrectly excluded by the system, you have the right to request a manual review. Please reach out to our HR team at [email protected] to request human intervention.