Position Summary
Due to the extraordinary amount of field intervention required to physically support the Vision in the EMEA region, we are adding a French-speaking Technical Support Engineer to be based out of Lausanne.
Job Duties
* Provide timely, professional, and high-quality remote technical support to distributors and customers through Europe, the Middle East and Africa
* Diagnose and resolve a broad range of technical issues, including drone software, hardware systems, sensors, and field applications
* Manage support tickets independently and collaboratively, ensuring timely responses, accurate information sharing, and proper follow-up
* Collaborate cross-functionally with Sales, Quality, Product Management, and Engineering teams to communicate customer feedback and support continuous product improvement
* Ensure a high level of customer satisfaction while achieving full resolution and closure of all support cases, including coordination of action plans where required
* Troubleshoot integration challenges, including sensor integration with UAS/UAV platforms, mechanical mounting and gimbal issues, and data transfer/connectivity problems
* Develop and maintain customer-facing technical documentation, knowledge base articles, and training materials
* Utilize Python and shell scripting to analyze flight logs and improve operational processes
* Assist European customers with SORA applications
Qualifications
* Minimum of 5 years of experience in technical support, preferably involving electronic hardware such as cameras or drones
* Fluency in both English and French; additional languages are an advantage
* Strong communication skills with the ability to engage effectively with both technical and non-technical stakeholders
* EASA A1/A3 certification, or willingness to obtain certification for commercial drone operation
* Willingness to occasionally travel (estimated 15%), primarily within Europe
* Strong problem‑solving abilities, particularly in aircraft systems integration (mechanical and electrical) and photogrammetry tools
* Proactive attitude, passion for problem solving, and enthusiasm for customer help and contact
* Strong analytical skills
* Be flexible and have a positive, professional attitude to work well on a team
* Proven troubleshooting experience, especially with electronics and/or imaging hardware
* Analytical mindset with attention to detail
* Proactive, self‑motivated, and capable of working independently in a fast‑paced environment
* Collaborative team player with a positive and professional attitude
* High level of integrity and accountability
Preferred Qualifications
* Bachelor’s degree in a technical field or equivalent practical experience
* Familiarity with GIS, remote sensing technologies, or related software platforms such as QGIS, Pix4D, or Agisoft Metashape
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