Technical Support Representative - Commercial Military

Position Summary

The Commercial/Military Technical Support Representative is responsible for providing technical support to Lumenier's military, government, commercial, and light show drone customers. Support includes build kit assistance, RTF systems setup, troubleshooting, repair, and maintenance.

Responsibilities

• Provide prompt, professional, and precise technical support to military, government, commercial, and light show drone customers across all Lumenier product lines
• Communicate effectively with military end users, demonstrating knowledge of military rank structure, unit roles, and terminology
• Assist customers with build kit support, including component selection, assembly guidance, wiring, firmware, and configuration
• Support Ready-to-Fly (RTF) systems with initial setup, radio/controller binding, calibration, flight configuration, and troubleshooting
• Diagnose hardware, software, and firmware issues; perform and guide customers through repair and maintenance procedures
• Maintain a comprehensive understanding of Lumenier's component infrastructure and product offerings
• Process, document, and track support cases, RMAs, and repairs; notify customers of status changes or issues related to their equipment or orders
• Capture and relay customer feedback, failure trends, and field data to product and engineering teams
• Contribute to knowledge base articles, setup guides, troubleshooting documentation, and training materials
• Absorb and assist customers with pickups, demonstrations, or hands-on support
• Occasionally travel to visit customers, shows, demo, testing events
• Occasionally assist the fulfillment team with inventory or technical verification issues when filling orders

Requirements

• Bachelor's degree in business, marketing, engineering, or related field preferred; equivalent experience considered
• 3+ years of technical support, customer care, or field service experience with technical products; drone/UAS industry experience strongly preferred
• Strong work ethic and dedication to "getting the job done"
• Proficiency with CRM systems, Microsoft Office suite
• Detail-oriented, highly organized, and capable of managing multiple priorities in a fast-paced environment
• Customer-focused mindset with strong problem-solving skills
• Ability to work cross-functionally with Customer Service, Account Managers, Operations and Engineering
• Military service, or direct experience supporting military/government customers, strongly preferred; familiarity with military terminology required or must be developed quickly
• Hands-on experience building, repairing, and troubleshooting drones, FPV systems, radio control devices, or similar electromechanical products
• Working knowledge of drone systems: flight controllers, ESCs, motors, radio links, video transmission, GPS, batteries, and related firmware/software tools (e.g., Betaflight, ArduPilot, or similar)
• Soldering and small-electronics repair skills are preferred
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to users of varying technical backgrounds
• Must be able to master new systems and technologies quickly
• ERP, CRM, and Help Desk Support system experience very helpful

Physical Requirements

• Prolonged periods of sitting at a desk while working on a computer
• Frequent use of hands, fingers, and wrists for typing, writing, and operating office equipment
• Occasional reaching, bending, or lifting of office supplies, drone systems, cases, equipment and materials (typically up to 40 lbs.)
• Visual acuity sufficient to view computer screens, read electronic documents, inspect small electronic components, and enter data accurately
• Manual dexterity sufficient to handle small components, hand tools, soldering equipment, and standard office equipment such as computers, phones, printers, and scanners
• Willingness and ability to work occasional overtime as needed to meet business or customer support demands
• Extended periods of screen time and frequent use of telephones or headsets
• Remain attentive and focused in a fast-paced, sometimes high-pressure environment