Customer Support Escalation Engineer

About the job

Paladin is revolutionizing public safety with autonomous drone technology. Our mission? To be on the frontline of emergencies within 90 seconds. When someone dials 911, our drones take flight, providing first responders with a real-time overhead view of the situation, amplifying their situational awareness and hastening response times. Leveraging LTE for unlimited range and control, our drones currently answer the call of duty over 1000 times weekly across multiple cities and states. 

Our vision is ambitious: within the next decade, our technology will be an essential tool for first responders in every city worldwide. As a tight-knit, passionate, and forward-thinking team, we are committed to pushing the boundaries of UAV tech and making a monumental difference in a rapidly advancing domain.

Role Summary:

The Customer Support Escalation Engineer will serve as the go-to technical expert for customers who require advanced support or assistance with escalated issues. This role requires a combination of excellent technical problem-solving skills, strong communication, and a passion for delivering superior customer experiences. You will act as a liaison between our customer support teams and engineering or product teams, helping to resolve high-priority or complex customer issues quickly and effectively.

As part of the customer support team, you will ensure that critical issues are diagnosed, tracked, and resolved in a timely manner while maintaining the highest level of customer satisfaction. This role demands a deep understanding of the company’s products, services, and systems, along with the ability to communicate effectively with both technical and non-technical customers.

Key Responsibilities:

• Escalation Management: Serve as the primary point of contact for high-priority and complex customer issues that require escalation beyond standard support. Analyze and prioritize escalated cases based on urgency, impact, and customer needs.
• Technical Troubleshooting: Work closely with customers to investigate, diagnose, and resolve advanced technical issues across a variety of platforms, systems, and software products. Identify root causes and provide detailed solutions to customers.
• Collaboration with Engineering/Development: Liaise with engineering, product, and development teams to relay customer feedback, report bugs or system flaws, and collaborate on solutions for complex technical challenges.
• Customer Communication: Maintain transparent and proactive communication with customers throughout the resolution process. Provide timely updates on issue status, escalation progress, and expected resolution timelines.
• Documentation and Knowledge Base: Document complex issues, resolutions, and troubleshooting steps in the company’s knowledge base or internal documentation. Ensure that solutions and lessons learned are shared with the broader support team to improve overall efficiency.
• Product Expertise: Develop and maintain an expert-level understanding of the company’s products, services, and systems to effectively diagnose and resolve customer issues. Stay updated on product releases, patches, and updates that may impact customer support.
• Post-Escalation Follow-Up: Conduct post-resolution follow-up with customers to ensure satisfaction and confirm that the solution meets their needs. Use feedback to improve support processes and customer experiences.
• Root Cause Analysis & Reporting: Analyze recurring or systemic issues to identify root causes and contribute to the development of longer-term solutions. Work with product teams to recommend improvements based on customer feedback and escalation trends.
• Training & Mentorship: Assist in training junior support engineers or customer service staff, sharing expertise and best practices to elevate the overall support team’s performance.

Key Requirements:

• Experience: 3+ years of technical support, customer support, or engineering experience, with at least 1-2 years in an escalation or advanced support role.
• Technical Skills: Strong troubleshooting skills with a deep understanding of [specific technologies or software relevant to the role]. Proficiency with [list of relevant systems, platforms, or programming languages, such as databases, networks, cloud computing, or operating systems].
• Problem-Solving Ability: Ability to break down complex technical problems and think critically to find solutions in a fast-paced, customer-facing environment.
• Communication Skills: Excellent written and verbal communication skills. Ability to explain technical concepts clearly and succinctly to both technical and non-technical customers.
• Customer-Focused: Strong customer service orientation with a proven ability to manage difficult or high-stress situations while maintaining professionalism and empathy.
• Collaboration: Demonstrated ability to work cross-functionally with engineering, product, and other internal teams to resolve issues and improve processes.
• Attention to Detail: Strong organizational and follow-up skills to manage multiple escalations simultaneously and ensure timely resolutions.
• Education: Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field, or equivalent work experience.
• Travel: Potential for travel 10% of the time.

Preferred Qualifications:

• Experience with systems like Asana, Firestore, Ngrok, Tailscale, Hubspot and similar CRM or Salesforce applications
• Part 107 Certified
• Ability to travel up to 35% of the time as needed
• Experience and familiarity with DJI Enterprise-level drones (e.g., Matrice 300, Matrice 350, Matrice 30T, Matrice 3TD...)
• Experience and familiarity with DJI docking stations

What We Offer:

• Competitive salary and equity packages
• Health, dental, and vision insurance
• Unlimited PTO and paid holidays
• Opportunity to grow with a mission-driven, innovative company
• A collaborative and fast-paced work environment
   

Join Paladin Drones and contribute to the future of autonomous emergency response technology. Apply today to be part of an innovative team making a real-world impact!

Paladin Drones is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.