Customer Support Technician II

Description

Position Summary

Teal Drones is seeking a Customer Support Technician II who thrives in a dynamic environment and is passionate about solving technical challenges while delivering an excellent customer experience.

The Customer Support Technician II serves as an independent contributor responsible for managing and resolving standard customer support cases. This role builds technical expertise across UAS platforms while contributing to documentation and process improvement.

Essential Duties and Responsibilities

• Independently troubleshoot and resolve moderately complex customer issues

• Develop working knowledge of Teal Drones UAS platforms and systems

• Assist with UAS testing and diagnostics

• Document support processes, SOPs, and knowledge base articles

• Collaborate with cross-functional teams to escalate and track issues

• Maintain accurate case records in CRM/ERP systems

• Identify recurring issues and provide feedback for improvement

Required Qualifications

• 1–3 years of experience in technical support or related field

• Basic to intermediate troubleshooting and diagnostic skills

• Strong communication skills with ability to explain technical concepts

• Ability to manage multiple priorities independently

• Eagerness to learn and grow within a technical support career path

Additional Desired Qualifications

• Experience with CRM, ERP, or ticketing systems preferred

• Proficient with Microsoft Office; familiarity with Jira, CRM, or ERP systems is preferred but not required

• Part 107 certification or UAS experience is a plus

Physical Requirements and Working Conditions

• Must be able to walk, stand, and navigate large indoor and outdoor facilities for extended periods of time.

• Ability to lift, carry, and move materials and equipment weighing up to 25 lbs on a regular basis.

• Use of personal protective equipment (PPE) may be required in designated areas or when performing specific tasks, in accordance with safety protocols and company policy.

• May be required to climb ladders, stoop, kneel, or crouch during inspections, maintenance walk-throughs, or emergency response situations.

• Regular exposure to facility operations including noise, dust, temperature fluctuations, and industrial equipment.

• Occasional off-hours or weekend work required for emergency facility responses or projects as needed

• Requires frequent use of a computer and other standard office equipment for documentation, communication, and coordination tasks.

Background Check

This position will require successfully completing a post-offer background check. Qualified candidates with a criminal history will be considered and are not automatically disqualified, consistent with federal and state law.

EEO and ITAR/EAR Work Authorization Disclosure

Red Cat Holdings provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This position requires direct or indirect access to hardware, software, technology or technical data controlled under the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR). Successful candidates for positions subject to ITAR/EAR restrictions must provide proof of U.S. Citizenship or Permanent Residence and must not require sponsorship for export-restricted work authorization.

E-Verify

The company participates E-Verify ( ensure eligibility for employment and compliance with Right to Work ( rules.

Compensation: Base pay, plus generous annual equity package and potential bonuses.