Technical Customer Support Engineer

You’ll handle Wingtra’s hardest technical cases in the US East region, the ones that need a surveyor’s judgment, not just a troubleshooting script. Most of your time goes to escalated technical support: complex payload, LiDAR and processing issues you work through with our engineers in Zurich. The rest goes to the field: training dealers, running onsite customer sessions, pilot projects and sales support.

You’ll work daily with the US support team, the US East sales reps, our dealer network and the product and engineering teams in Zurich.

Responsibilities

Most of your time (about 75%) goes to advanced technical support:

• Own the hardest cases. You take Tier 2 and Tier 3 escalations for US East customers and dealers, the ones the frontline team can’t close on their own.
• Get to the bottom of it. You investigate issues across drone hardware, payloads (RGB, multispectral, LiDAR), flight planning and post-processing.
• Work the problem with Zurich. When a sensor or integration issue needs more than a support ticket, you bring in payload partners and Wingtra’s engineers in Zurich to close it out.
• Check the data, not just the ticket. You review customer datasets for GCPs, PPK, coordinate systems, photogrammetry and LiDAR outputs, and you tell customers exactly what to fix and how.
• Be the person they can count on. For key accounts with an open or recurring issue, you’re the one technical point of contact, so they always know where things stand.
• Keep the record straight. You manage cases, customer history and RMA logistics in HubSpot, and you flag upsell signals to the sales team along the way.
• Turn hard cases into shared knowledge. You write up solved escalations as Knowledge Base articles and internal troubleshooting guides, so the next case goes faster.
• Close the loop with product. You feed recurring issues back to product and engineering, so they hear what customers keep running into.

The rest (about 25%) is professional services and field work:

• Get our dealers up to speed. You run onboarding and certification trainings for dealers, in person and remote.
• Get hands-on with customers. You lead onsite trainings, pilot projects and product demos.
• Back up sales when it counts. Late in a deal, you join sales reps for technical demos, workflow reviews and the survey-specific questions only a surveyor can answer.

Requirements

• You have a bachelor’s degree in geomatics, surveying, civil engineering, GIS or a related technical field, or equivalent experience.
• You’ve spent 3+ years in the geospatial or surveying industry, with hands-on field and office survey work behind you.
• You have a working knowledge of survey control, GNSS, RTK/PPK, coordinate systems and accuracy reporting.
• You’ve processed photogrammetry or LiDAR data in tools like Pix4D, Agisoft Metashape, Trimble Business Center, LiDAR360, QGIS or ArcGIS.
• You troubleshoot in a structured way, and you have the patience to see a hard case through to root cause.
• You write and speak English clearly, and you can explain a technical problem to a customer, a dealer or an engineer.
• You’re based on the US East Coast and ready to travel to customer and dealer sites there, roughly 20-30% of your time.

Plus

• A Professional Land Surveyor (PLS) license, or working toward one.
• Hands-on with UAV (drone) mapping workflows and payload integrations.
• A background in technical support, customer success or pre-sales for a technical product.
• Comfortable working in HubSpot, Zendesk or a similar CRM and ticketing system.
• Confident delivering trainings or technical presentations.
• Time spent at a startup.