Technical Support Specialist- L2

This is an on-site role based at Verity's new North Carolina facility, primarily focused on technical support, with additional duties in drone repair and logistics. As the first point of contact for clients, you will respond to inquiries, investigate issues, monitor systems, and coordinate problem resolution across hardware, networking, and software. You will also perform drone repairs, manage shipments, and help build and run the new facility end-to-end.

Responsibilities

• Serve as the first point of contact between Support and clients, primarily via email and instant messaging tools.
• Respond to customer inquiries, investigate issues, and identify solutions.
• Monitor systems daily, coordinate repairs, and perform remote inspections, configuration changes, and maintenance.
• Coordinate problem tracking and resolution across multiple disciplines, including hardware, networking, applications, and system software.
• Analyze log files to identify errors and liaise with the Development team to troubleshoot complex issues.
• Perform drone repair operations, including mechanical and electrical repair, and functional testing.
• Manage inbound and outbound shipments.

Requirements

• 3+ years of practical experience in a client-facing or customer support role, ideally within an ITIL/ITSM environment.
• Working knowledge of Incident Management, Problem Management, Change Management, and administration of ticketing/monitoring tools.
• Ability to troubleshoot complex systems consisting of hardware and software.
• Working knowledge of Linux, terminal commands, and log file analysis.
• Comfort with hands-on technical work, including basic mechanical and electrical repair, or strong willingness to learn.

Nice to have

• Experience with setup and debugging of network equipment.
• Basic understanding of workflow automation (e.g., Apache Airflow).
• Experience using Jira and Confluence.
• Experience with hardware shipping/logistics coordination, or strong willingness to learn.

Benefits

• Flexibility of a hybrid work environment
• A great engineering culture, including flat hierarchies and a focus on joint responsibility and mutual trust and support
• Working with a skilled, high-achieving, experienced, and fun team—with lots of opportunities to develop your professional career and grow with the company
• 401k program
• Support towards medical/dental benefits
• 3 weeks PTO + public holidays