Customer Support Technician II (UAS)

TL;DR

Customer Support Technician II (UAS): Managing and resolving standard customer support cases for UAS platforms with an accent on troubleshooting, diagnostics, and process documentation. Focus on building technical expertise across UAS systems, collaborating with cross-functional teams, and identifying improvements for recurring issues.

Location: Onsite in Salt Lake City, UT; US Citizenship or Permanent Residence required (ITAR/EAR restrictions, no sponsorship)

Company

hirify.global, part of Red Cat Holdings, develops UAS (Unmanned Aerial Systems) platforms.

What you will do

• Independently troubleshoot and resolve moderately complex customer issues
• Develop expertise in hirify.global 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 product improvements

Requirements

• 1–3 years of experience in technical support or related field
• Basic to intermediate troubleshooting and diagnostic skills
• Strong communication skills to explain technical concepts
• Ability to manage multiple priorities independently
• US Citizenship or Permanent Residence (ITAR/EAR compliance, background check, E-Verify)
• Physical ability to walk, stand, lift up to 25 lbs, and work in facility environments

Nice to have

• Experience with CRM, ERP, or ticketing systems
• Proficiency with Microsoft Office and familiarity with Jira
• Part 107 certification or UAS experience

Culture & Benefits

• Base pay plus annual equity package and potential bonuses
• Dynamic environment focused on technical challenges and customer experience
• Opportunities to learn and grow in technical support career path
• Occasional off-hours or weekend work for emergencies