Technical Support Engineer

About Us: At Tsuru Robotics, designers and engineers come together to craft the next generation of light show drones. We are a team of driven creatives and entrepreneurs who are passionate about cutting-edge technologies and innovation. We are part of a larger ecosystem of innovators around the globe who work towards the same goal of building innovative products and experiences

Job Description: We are looking for a highly motivated person who will join our support team. In your role, you will work closely with our Account Managers and clients to address and resolve technical issues, provide guidance on product features, and ensure seamless client configurations. You will be working remotely and may need to accommodate clients in different time zones, including during nights and national holidays. In your work you’ll use remote desktop tools and Google Workspace.

Key Responsibilities:

• Collaborate with Account Managers, who are the primary contacts with our clients, to receive and review support requests.
• Respond and action on issues, questions, and configuration needs from customers and internal members of the factory team, providing front line support.
• Attend virtual meetings with clients to analyse, troubleshoot and diagnose problems
• Complete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved.

Qualifications:

• Technical background with an understanding of computer networks.
• Experience with Google Workspace (Gmail, Google Drive, Google Meet, etc.).
• Ability to think critically under pressure.
• English: Upper-Intermediate level, both written and verbal.
• Comfortable working with clients across different time zones, including evenings, nights, and national holidays.
• Strong communication and interpersonal skills with a customer-focused approach.
• Ability to work independently and manage time effectively in a remote work environment.
• Willingness to learn and adapt to new technologies and support tools.

As a plus:

• Previous experience in technical support or a related field.
• Familiarity with drone technology and related systems.
• Proficiency in additional languages, particularly Spanish or French
• Familiarity with remote desktop tools such as Anydesk, TeamViewer, or similar.

Benefits:

• Competitive salary.
• Flexible remote work arrangement.
• Comprehensive training and development opportunities.
• Opportunity to work with a dynamic and innovative team.