Costumer Support Specialist EU (German speaker)
À propos du poste
Sentrycs est une entreprise de premier plan spécialisée dans la lutte contre les drones (Counter-UAS) qui propose des solutions de pointe Cyber par RF des solutions de détection, de suivi, d'identification et de neutralisation des drones. Nos produits s'adressent à des clients issus des secteurs de la défense, de la sécurité intérieure, des forces de l'ordre, des infrastructures critiques et de la sécurité publique.
We are seeking a technically strong, German-speaking Support Manager based in Germany to own technical support for our German customers.
Responsabilités :
Technical Support & Incident Management
- Own technical support for Sentrycs systems deployed in Germany, from first response to full resolution
- Act as the first point of contact for technical issues and incidents, remotely and in the field
- Troubleshoot hardware, RF, networking and software issues on-site and remotely
- Escalate and coordinate with Support, R&D and Product teams in Israel until each issue is resolved
- Manage support tickets, SLAs and incident reports, and keep customers updated throughout
Deployment & System Health
- Lead or support installation, integration, configuration and acceptance testing at customer sites
- Perform software upgrades, preventive maintenance and periodic health checks
- Monitor system performance and address operational risks before they become issues
- Maintain accurate site documentation, configurations and installed-base records
Customer Training & Enablement
- Deliver technical and operational training to operators and technical teams, in German
- Create and adapt German-language training materials, guides and knowledge-base content
- Help customers use Sentrycs systems effectively in real operational scenarios
Field Feedback & Cross-functional Collaboration
- Collect field feedback and turn recurring issues and customer needs into product input
- Work with Product & R&D on bug reproduction, root-cause analysis and field validation of fixes
- Work with Customer Success and Sales on account health and expansion opportunities
Exigences
Experience
- 3+ years of experience in technical support, field engineering, system integration or a similar hands-on technical role
- Proven experience supporting complex technical systems at customer sites
- Background in RF, radar, SIGINT, electronic warfare, telecom or C4I systems – strong advantage
- Experience in the defense, security, public safety or critical-infrastructure domain – strong advantage
- Familiarity with C-UAS / drone technologies – advantage
Technical Skills
- Strong troubleshooting skills across hardware, software and networking
- Solid knowledge of IP networking (TCP/IP, routing, VLANs, VPNs, firewalls)
- Hands-on experience with Linux, command-line tools and log analysis
- Understanding of RF fundamentals and experience with RF equipment (SDRs, spectrum analyzers, antennas) – advantage
- Scripting skills (Python, Bash or similar) – advantage
Langues
- Native-level German (mandatory)
- Fluent English, written and spoken (mandatory)
- Other languages – advantage
Location & Travel
- Based in Germany
- About 25% field work with frequent travel to customer sites across Germany
- Occasional travel to other European countries and to our headquarters in Israel
- Valid driving license (Class B)