Technical Support Specialist

Position Summary

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MyDefence is seeking a highly motivated and detail-oriented Experienced Technical Support Specialist to join our growing team. This vital role will be the first point of contact for our valued customers within the armed services and law enforcement, providing essential technical assistance and ensuring their optimal experience with our C-UAS products. The successful candidate will possess a strong aptitude for learning complex technical systems, excellent problem-solving skills, and a commitment to delivering exceptional customer service in a high-stakes environment. This position offers a unique opportunity to contribute to national security and public safety by supporting critical defensive technologies.

Essential Duties and Responsibilities

• Develop a comprehensive understanding of MyDefence's C-UAS product suite, including technical specifications, operational procedures, and common use cases for military and law enforcement applications.
• Provide timely and effective technical support to customers via phone, email, and potentially video conferencing.
• Assist customers with initial product setup, configuration, and troubleshooting of hardware and software issues related to C-UAS systems.
• Diagnose and resolve technical problems by following established procedures and best practices, escalating complex issues to senior technical support or engineering teams when necessary.
• Document all customer interactions, technical issues, and resolutions accurately in our CRM and ticketing systems.
• Proactively identify opportunities to improve customer satisfaction and product usability.
• Assist in creating and updating technical documentation, FAQs, and knowledge base articles to empower customers with self-service resources.
• Participate in product training sessions and continuous learning to stay current with product updates and industry developments.
• Adhere to all company policies, security protocols, and compliance requirements, particularly when handling sensitive customer information.
• Some travel may be required internationally and domestically for on-site support or training, potentially including military bases or law enforcement facilities.

Minimum Qualifications

Associate’s degree in Computer Science , Electrical Engineering, Computer Engineering, or a closely related field with 5 or more years of relevant work experience.

Demonstrated strong interest in technology, particularly in areas like robotics, drones, RF systems, or network communications.

Proficiency with Microsoft Office Suite (Word, Excel, Outlook).

Must be a U.S. Citizen due to the nature of our customer base and technologies.

Ability to obtain and maintain a security clearance (if required in the future).

Preferred Qualifications

Bachelor’s degree in Computer Science, Electrical Engineering, Computer Engineering, or a closely related field with 3 or more years of relevant work experience.

Previous experience in a customer service or technical support role, even if not directly in a technical field.

Basic understanding of radio frequency (RF) communications, networking principles, or drone technology.

Exposure to military or law enforcement operational environments (e.g., prior service, family members in the armed forces / LE).

Certifications such as CompTIA A+, Network+, Security+ or similar.

Working Conditions

Office-based with occasional travel and in the field training

Lifting requirements : Up to 50lbs

May require access to restricted facilities or classified information

Must comply with all security protocols and export control regulations

Additional Notes

40 Hour Work Week

Shift : Days / 1 Shift

Job Type : Full-time

Pay : $78,000.00 - $95,000.00 per year

Benefits :

401(k)

401(k) matching

Dental insurance

Health insurance

Health savings account

Life insurance

Paid time off

Retirement plan

Vision insurance

Application Question(s) :

Are you able to travel to support military customers with short notice?

How many years of experience do you have working with military or law enforcement personnel to provide live technical solutions in the field?

Work Location : In person