Technical Support Specialist- L2

Your Team: Verity is opening its first U.S. operations facility in North Carolina, and this role will be one of the first on the ground to help build and run it. As part of the Support team, you’ll help ensure our clients receive timely, effective assistance and remain confident in our product every step of the way. As one of the first hires at this new site, you’ll also contribute to hands-on repair and logistics work locally - an important part of keeping the facility running end-to-end. Your Role: This is an on-site role based at our new North Carolina facility. The role is primarily focused on Support, with some tasks dedicated to local repair and logistics work. Support:

• Serve as the first point of contact between Support and clients, primarily via email and instant messaging tools.
• Respond to customer inquiries, investigate issues, and identify solutions.
• Monitor systems daily, coordinate repairs, and perform remote inspections, configuration changes, and maintenance.
• Coordinate problem tracking and resolution across multiple disciplines, including hardware, networking, applications, and system software.

• Analyze log files to identify errors and liaise with the Development team to troubleshoot complex issues. Repair & Logistics:

• Perform drone repair operations, including mechanical and electrical repair, and functional testing.

• Manage inbound and outbound shipments., You are a reliable and dedicated team player with strong problem-solving skills, able to operate independently while maintaining a collaborative mindset. You possess an optimistic and resilient attitude, confidently navigating complexities with perseverance. With a keen focus on customer service excellence, you demonstrate initiative, take full responsibility for delivering high-quality support, and exhibit an analytical, proactive work style marked by attention to detail and structured approaches. Why you’ll love Verity

• Flexibility of a hybrid work environment
• A great engineering culture, including flat hierarchies and a focus on joint responsibility and mutual trust and support
• Working with a skilled, high-achieving, experienced, and fun team-with lots of opportunities to develop your professional career and grow with the company
• 401k program
• Support towards medical/dental benefits
• 3 weeks PTO + public holidays Are you ready for a great adventure? Learn more about who we are, what we do, and how we think at www.verity.net We strive to create an inclusive environment that empowers our employees. All qualified applications will receive consideration for employment without regard to race, nationality, religion, sexual orientation, gender, age, physical [dis]ability, gender identity or length of time spent unemployed. Our talented people team are working extensively on each individual role and therefore we do not need the assistance from any recruitment agencies, thank you for your understanding.

• 3+ years of practical experience in a client-facing or customer support role, ideally within an ITIL/ITSM environment.
• Working knowledge of Incident Management, Problem Management, Change Management, and administration of ticketing/monitoring tools.
• Ability to troubleshoot complex systems consisting of hardware and software.
• Working knowledge of Linux, terminal commands, and log file analysis.
• Comfort with hands-on technical work, including basic mechanical and electrical repair, or strong willingness to learn.
• Nice to have: o Experience with setup and debugging of network equipment. o Basic understanding of workflow automation (e.g., Apache Airflow). o Experience using Jira and Confluence. o Experience with hardware shipping/logistics coordination, or strong willingness to learn.