Technical Support Representative - Commercial Military

Job Description

Job Description

Position Summary

The Commercial/Military Technical Support Representative is primarily responsible for providing technical support to Lumenier's end user military, government, commercial, and light show drone customers. Support ranges from build kit assistance to Ready-to-Fly (RTF) systems, including setup, configuration, troubleshooting, repair, and ongoing maintenance. This role serves as a trusted technical resource for military end users and requires awareness of military rankings, roles, and terminology to communicate credibly and effectively with service members and defense customers. The representative must develop a comprehensive understanding of Lumenier's component infrastructure and complete drone systems, and maintain currency on all product offerings in order to fully support the customer. Support is handled via email, live chat, telephone, video conference, or in person.

The Commercial/Military Technical Support Representative works closely with the Business Development team, Engineering, and Operations, to drive revenue growth and deliver value to customers.

Responsibilities

• Provide prompt, professional, and precise technical support to military, government, commercial, and light show drone customers across all Lumenier product lines.

• Communicate effectively with military end users, demonstrating working knowledge of military rank structure, unit roles, and common military terminology and acronyms.

• Assist customers with build kit support, including component selection, assembly guidance, wiring, firmware, and configuration.

• Support Ready-to-Fly (RTF) systems with initial setup, radio/controller binding, calibration, flight configuration, and troubleshooting.

• Diagnose hardware, software, and firmware issues; perform and guide customers through repair and maintenance procedures.

• Develop and maintain a comprehensive understanding of the infrastructure of Lumenier components (motors, ESCs, flight controllers, video systems, radios, batteries, frames, and related hardware) and how they integrate into complete drone systems.

• Maintain currency on all Lumenier product offerings, including new releases, revisions, firmware updates, and discontinued items, in order to fully support the customer.

• Support commercial and light show drone customers with fleet setup, system configuration, and operational troubleshooting.

• Process, document, and track support cases, RMAs, and repairs; notify customers of status changes or issues related to their equipment or orders.

• Escalate complex technical issues to engineering and provide clear, detailed documentation of symptoms, testing performed, and findings.

• Capture and relay customer feedback, failure trends, and field data to product and engineering teams to support continuous product improvement.

• Contribute to knowledge base articles, setup guides, troubleshooting documentation, and training materials.

• Assist customers as needed when arriving at the office for pickups, demonstrations, or hands-on support.

• Assist the fulfillment team as needed with inventory or technical verification issues when filling orders.

• Occasionally traveling to visit customers, shows, demo, testing events.

• Other duties when assigned.

Requirements

• Bachelor’s degree in business, marketing, engineering, or related field preferred; equivalent experience considered.

• 3+ years of technical support, customer care, or field service experience with technical products; drone/UAS industry experience strongly preferred.

• Strong work ethic and dedication to “getting the job done”.

• Proficiency with CRM systems Microsoft Office suite.

• Detail-oriented, highly organized, and capable of managing multiple priorities in a fast-paced environment.

• Customer-focused mindset with strong problem-solving skills.

• Ability to work cross-functionally with Customer Service, Account Managers, Operations and Engineering.

• Military service, or direct experience supporting military/government customers, strongly preferred; familiarity with military rankings, roles, and terminology required or must be developed quickly.

• Hands-on experience building, repairing, and troubleshooting drones, FPV systems, radio control devices, or similar electromechanical products.

• Working knowledge of drone systems: flight controllers, ESCs, motors, radio links, video transmission, GPS, batteries, and related firmware/software tools (e.g., Betaflight, ArduPilot, or similar).

• Soldering and small-electronics repair skills are preferred.

• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to users of varying technical backgrounds.

• Must be able to master new systems and technologies quickly. ERP, CRM, and Help Desk Support system experience very helpful.

• Results-driven with strong follow-up and accountability.

• Due to the nature of work with military and defense customers, candidates may be required to comply with U.S. export control regulations (ITAR/EAR) and may be subject to related eligibility requirements.

Physical Requirements

• Prolonged periods of sitting at a desk while working on a computer.

• Frequent use of hands, fingers, and wrists for typing, writing, and operating office equipment.

• Ability to communicate effectively, including talking and hearing, with customers and team members.

• Occasional reaching, bending, or lifting of office supplies, drone systems, cases, equipment and materials (typically up to 40 lbs.).

• Visual acuity sufficient to view computer screens, read electronic documents, inspect small electronic components, and enter data accurately.

• Manual dexterity sufficient to handle small components, hand tools, soldering equipment, and standard office equipment such as computers, phones, printers, and scanners.

• Willingness and ability to work occasional overtime as needed to meet business or customer support demands.

• Ability to work in a typical office and light workshop environment with moderate noise levels and controlled indoor, and outdoor field tests sometimes resulting in heightened temperatures.

• Extended periods of screen time and frequent use of telephones or headsets.

• Ability to remain attentive and focused in a fast-paced, sometimes high-pressure environment.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel as classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Lumenier Holdco is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, and sexual orientation, and ancestry, marital or veteran status. Diversity is valued and we will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an "at will" basis. Nothing herein is intended to create a contract.

Benefits

Health, Dental, Vision, Life, Voluntary Life AD&D, HSA, FSA, 401k