Our DefTech partner is opening a new direction and looking for a Technical Support Lead/ Remote Field Support — someone who hears chaos and transforms it into a system: technically mature, calm under pressure, and ready to become the architect of reliability where real operations depend on it.
You will be the first point of contact for manufacturers and military operators (this is first owner of technical support, which can grow into Owner of Mission Success) who use the software in real field conditions.
This is not a helpdesk line. It is a combination of technical troubleshooting, operational understanding, and structured knowledge capture from the field.
Your mission: help customers successfully deploy, configure, troubleshoot, and fix issues in the software in real conditions. Not just closing incidents quickly, but improving our engineering feedback loops, operational reliability, and the organization’s knowledge base.
WHY THIS ROLE IS WORTH YOUR ATTENTION
You are coming in as the first Owner of Technical Support — and building it from scratch. But this is not a ceiling.
Mission Success within our partner’s defence project is a broader function that includes manufacturer onboarding, crew training, and collaboration with training centers. Technical support is the first and critical block within it.
The person who now builds tech support correctly — who understands the product, knows the customers, and can transform field knowledge into systematic processes — is the candidate to eventually lead Mission Success entirely.
No promises. But the trajectory is real.
RESPONSIBILITIES
— Provide remote technical support to software users and manufacturers
— Troubleshoot connectivity, VPN, Wi-Fi, network, configuration, and log issues
— Help users identify: software vs configuration vs connectivity vs operational process
— Maintain support logs and classify recurring issues
— Improve user manuals, troubleshooting playbooks, and checklists
— Build and maintain a lightweight escalation system
— Review recurring issues weekly and propose improvements
FIRST 6 MONTHS: KEY OUTCOMES
Launch support channel (Signal/WhatsApp) — foundation of field communication Resolve critical operational issues quickly — remote diagnosis, step-by-step guidance, reproducible reports for engineers Build repeatable troubleshooting playbooks and improve manufacturer guides based on real incidents Establish engineering escalation: collect logs/context, write clean reports, validate reproduction steps Capture field data — manufacturer, license, version, issue type, resolution — and analyze recurring issues weekly
MUST-HAVE
— 3+ years of experience in: technical support, UAV Engineer, Customer/Technical Support, NOC/Technical Support Engineer, NOC, system administration, networking, or UAV Engineering Lead with QA background.
— Strong technical thinking for troubleshooting: networking, connectivity, configs, logs. Works with incomplete information and unclear problems.
— Technical curiosity and learning speed
— Operational ownership: proactively improves processes, documentation, checklists based on real incidents
— English (intermediate + or higher, spoken and written)
NICE-TO-HAVE
— Experience with drones / UAV / military operations / field work — Support or NOC experience (L2/L3, incident response, networking) — System administration or networking expertise — QA experience (structured defect documentation, incident analysis) or Tech CSM.
WHAT WE VALUE IN THIS ROLE
— Readiness for dynamics. Right now this is not comfortable support — it is building a function under pressure of real operations.
— Operational ownership. People who don’t wait for instructions, but anticipate needs, take initiative, and improve processes.
— Calm in uncertainty. When details are scarce, you stay calm and systematically seek solutions.
— Schedule flexibility. You understand that regular evening activity (20:00–21:00) is peak time, and you’re ready to be there as needed.
— Mission-driven motivation. Salary and career matter, but the real drive is building something with real impact.
— Comfort in defence-tech context. You understand the weight of reliability, OPSEC, and responsibility to users who depend on this software.
WORK DETAILS
Contract (Individual Entrepreneur, military reservation if needed or requested)
Format: flexible. Regular availability at 20:00–21:00 UTC+2 (peak field activity time).
Trial period and location: 3 months at full compensation rate3. Military reservation possible (per company process).
INTERVIEW PROCESS * A screening (40–50 min): role fit, communication, motivation, logistics *Deep technical interview (60 min with partner CEO + technical expert): problem-solving, networking experience, productivity under pressure/ PRACTICAL SCREENING: You’ll solve a real diagnostics problem (like Mission Planner connectivity issue) during technical interview * eference check for finalists (we contact them same day)
IF THIS ROLE RESONATES — PLEASE RESPOND AND SEND US
→ CV (and LinkedIn profile, including other professional or social networks if not included in resume)
→ Briefly about your motivation: why this role and why now.
Note: Some product and operational details may be shared only within OPSEC boundaries and, if needed, after signing an NDA.
And, IF YOU’RE READY TO BUILD RELIABILITY WHERE REAL PEOPLE DEPEND ON IT — SEND US YOUR CV AND BRIEFLY WHY THIS ROLE MATTERS TO YOU
