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

Quantum Systems is a global leader in UAV and data-driven mission software. Our new software platform MOSAIC UXS connects operators of our own but also 3rd party products - enabling real-time mission planning, fleet management, and data analysis. As part of our expanding global support organization, we are looking for a Tier 2 Technical Support Engineer with a deep interest in software systems to help deliver

exceptional service to our customers worldwide.

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.

• Software & System Support: Provide advanced technical support for MOSAIC UXS, Quantum Systems’ mission management software. troubleshoot complex software-related cases, including log analysis, data synchronization, and system behavior.
• Incident & Bug Analysis: Investigate issues escalated from Tier 1, analyze log files and backend data, and work closely with R&D to identify root causes, validate bug reports, and support testing of fixes and patches.
• UAV Integration Expertise: Understand the interaction between MOSAIC UXS and Quantum Systems UAV platforms to diagnose integrated hardware–software issues and ensure system reliability.
• Technical Ticket Management: Manage and document support cases in Jira Service Management, ensuring transparent communication, accurate documentation, and timely resolutions.
• Cross-Functional Collaboration: Collaborate with Customer Success, Product Management, R&D, Engineering, Support Tier 1, Sales and Training to align on issue handling, improve documentation, and support release readiness.
• Continuous Improvement: Contribute to internal knowledge bases, develop troubleshooting guides, and suggest process enhancements that increase efficiency and customer satisfaction.

• Experienced technical professional (ideally with a degree in Computer Science, Engineering, or related field) with at least 3 years in software or systems support.
• Skilled in log analysis (preferably LogUI), error tracing, and understanding complex software behaviors.
• Comfortable using tools such as Jira, Confluence, and optionally Grafana, Kibana, or similar monitoring tools.
• Strong communicator able to collaborate effectively with R&D on technical investigations.
• Knowledge of UAV systems, mission software, or similar data-driven environments is a plus
• Fluent in English and German, with an analytical and structured working style.