Technical Support Engineer - Tier 2 (m/f/d)

Quantum Systems is a global leader in advanced UAV solutions, combining cuttingedge flight technology with intelligent mission software. Our newest systems represent the next generation of aerial operations:
* Twister - a compact, tactical UAV designed for rapid deployment and agile missions.
* Nexus - our fully integrated Drone Port, enabling remote, autonomous missions with up to three Twister aircraft.
* Reliant - a high-end endurance platform built for demanding, long-range operations.

Together, they form a connected ecosystem that redefines persistent aerial capability. To strengthen our global support organization, we are seeking a Tier 2 Technical Support Engineer with strong engineering expertise to ensure the reliability and performance of these systems in the field.

Quantum Systems specialises in the development, design, and production of small Unmanned Aerial Systems (sUAS). The company’s range of electric vertical take-off and landing (eVTOL) sUAS are built to maximize range and versatility and to provide operators with a seamless user experience. By integrating cutting-edge software capabilities, like edge computing and real-time AI-powered data processing, Quantum Systems is building next-generation UAS for clients in defence, security, public sectors.

• Support our Governmental Sector: Deliver advanced technical support to governmental and defence customers, ensuring the reliable operation of Twister, Nexus, and Reliant systems across a wide range of mission scenarios.
• Technical Ticket Management: Handle customer requests in Jira Service Management, provide structured documentation, and collaborate with R&D and Engineering to resolve complex technical challenges.
• Flight Data and System Analysis: Interpret flight logs, telemetry, and diagnostic data to identify issues, verify system integrity, and recommend corrective measures.
• Collaboration Across Teams: Work closely with Customer Success, Product Management, R&D, Engineering, Support Tier 1, Sales and Training to align on customer needs, enhance processes, and improve the overall service experience.
• Ongoing Learning and Product Knowledge: Stay up to date on new features, components, and operational capabilities to continuously strengthen your technical expertise and support quality.
• Continuous Improvement: Contribute to internal knowledge bases, develop troubleshooting guides, and suggest process enhancements that increase efficiency and support quality

• Experienced technical support engineer (ideally with a degree in mechanical engineering, aerospace engineering, or related field) with at least 3 years in hardware support.
• Skilled in log analysis (preferably LogUI) and confident in troubleshooting hardware, firmware, and software.
• Strong communicator who thrives in cross-functional problem solving and customer interaction.
• Familiar with Jira Service Management, Confluence, and ERP systems such as NetSuite.
• Fluent in English and German, with an analytical and structured working style.