Technical Support Manager Level 1 (Aviation)

TL;DR

Technical Support Manager Level 1 (Customer Support): Handling first-line technical inquiries and resolving requests using knowledge bases for sUAS products with an accent on structured troubleshooting and ticket management. Focus on optimizing response times, conducting basic log analysis, and coordinating RMA processes to ensure customer satisfaction.

Location: On-site in Gilching, Germany (Hybrid/Mobile working options available)

Company

hirify.global specializes in the development, design, and production of electric vertical take-off and landing (eVTOL) small Unmanned Aerial Systems for defense, security, and public sectors.

What you will do

• Handle and prioritize support requests via email, ticketing systems, and phone.
• Perform structured troubleshooting based on the knowledge base and technical documentation.
• Coordinate basic RMA, shipping, and replacement processes.
• Execute basic log analyses and manage system access and licensing.
• Collaborate closely with Customer Success, Sales, Fulfillment, Repair, and Training teams.
• Document and maintain all support tickets accurately within Jira.

Requirements

• Completed technical training or relevant experience in an IT, technical, or support-related environment.
• English and German language proficiency (at least B2 level).
• Strong interest in aviation, drones, or other technical products.
• Enjoyment of structured, detail-oriented work with processes and digital tools.
• Must be located in or able to commute to Gilching, Germany.

Nice to have

• Initial experience with Jira, Confluence, or similar ticketing and documentation tools.

Culture & Benefits

• Flexible working hours and mobile working options for better work-life balance.
• Company pension scheme and daily lunch budget (Lunch-Card).
• Bike-leasing and corporate discounts from brands like Adidas, Apple, and Expedia.
• Company shuttle service picking up from Pasing in Munich.
• Regular employee events to celebrate success together.