Technical Support Specialist

• Develop a comprehensive understanding of MyDefence’s C-UAS product suite, including technical specifications, operational procedures, and common use cases for military and law enforcement applications.
• Provide timely and effective technical support to customers via phone, email, and potentially video conferencing.
• Assist customers with initial product setup, configuration, and troubleshooting of hardware and software issues related to C-UAS systems.
• Diagnose and resolve technical problems by following established procedures and best practices, escalating complex issues to senior technical support or engineering teams when necessary.
• Document all customer interactions, technical issues, and resolutions accurately in our CRM and ticketing systems.
• Proactively identify opportunities to improve customer satisfaction and product usability.
• Assist in creating and updating technical documentation, FAQs, and knowledge base articles to empower customers with self-service resources.
• Participate in product training sessions and continuous learning to stay current with product updates and industry developments.
• Adhere to all company policies, security protocols, and compliance requirements, particularly when handling sensitive customer information.
• Some travel may be required internationally and domestically for on-site support or training, potentially including military bases or law enforcement facilities.

• Associate’s degree in Computer Science , Electrical Engineering, Computer Engineering, or a closely related field with 5 or more years of relevant work experience.
• Demonstrated strong interest in technology, particularly in areas like robotics, drones, RF systems, or network communications.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
• Must be a U.S. Citizen due to the nature of our customer base and technologies.
• Ability to obtain and maintain a security clearance (if required in the future)., * Bachelor’s degree in Computer Science, Electrical Engineering, Computer Engineering, or a closely related field with 3 or more years of relevant work experience.
• Previous experience in a customer service or technical support role, even if not directly in a technical field.
• Basic understanding of radio frequency (RF) communications, networking principles, or drone technology.
• Exposure to military or law enforcement operational environments (e.g., prior service, family members in the armed forces/LE).
• Certifications such as CompTIA A+, Network+, Security+ or similar.

Working Conditions

• Office-based with occasional travel and in the field training
• Lifting requirements: Up to 50lbs
• May require access to restricted facilities or classified information
• Must comply with all security protocols and export control regulations

Application Question(s):

• Are you able to travel to support military customers with short notice?
• How many years of experience do you have working with military or law enforcement personnel to provide live technical solutions in the field?

• 401(k)
• 401(k) matching
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance