Product Support Engineer

Company Overview
Performance Drone Works (PDW) builds technologies for the warfighter, by the warfighter. Born out of the Drone Racing League, our roots are competitive, our mindset is tactical, and our mission is clear: deliver purpose-built unmanned systems to those who serve. We are not here to sell vapor; we build and ship real capabilities for real missions.

Now, we're entering a new phase of growth and are looking for a Product Support Engineer to provide technical support and guidance to customer support department and customers.

What You'll Do

• Provide first line engineering support for PDW product customer issues.
• Serve as a point of contact and liaise between Engineering and the customer, business development and field support for technical inquiries and issues related to PDW products.
• Document, organize and track product level defects and issues from inception to resolution.
• Identify, monitor, document, and report product issues, failures and failure trends in PDW products.
• Maintain and grow your understanding of C100 products and provide internal training on new capabilities.
• Create and maintain detailed documentation, including troubleshooting guides, FAQs, and knowledge base articles.
• Collaborate with engineering and product teams to provide feedback on product performance, reliability, and usability based on customer feedback and support cases.
• Identify/recommend improvements in PDW products, documentation, and procedures.
• Work efficiently across a multi-disciplinary team including engineering, product, quality and manufacturing teams to ensure issues are known, understood and resolved.
• Facilitate root cause and corrective action on returned fielded products.

Requirements

• Bachelor's Degree in Electrical Engineering, Mechanical Engineering, Systems Engineering, Software Engineering or related field AND a minimum of 3 year relevant experience OR an equivalent combination of education and experience
• Experience in design and/or integration of aircraft systems (Unmanned preferred)
• Quadcopter build and flight experience including QGC, PX4 or similar.
• Excellent written and oral communications skills, with the ability to convey technical information clearly and concisely.
• Experience with Jira, Confluence and scripting languages such as Python\
• Ability to learn quickly in a fast paced environment.

Physical Requirements

The physical demands described here are representative of those that must be met to successfully perform the essential functions of the job. Ability to sit, stand, bend, reach, climb, and move about regularly throughout the day and lift / carry up to 25 pounds. Must have manual dexterity to operate standard office equipment as well as PDW sUAS. Must be physically capable of occasionally standing for 3 hours at a time in unconditioned environments.

Work Environment

This position typically operates in a standard office and flight line settings. This role requires use of standard office equipment and may involve exposure to PDW sUAS and flight line environments, will require travel to PDW flight operations facility in Maysville, AL, and may require occasional travel to customer demos. This position may have exposure to outdoor weather conditions, noise, and non-climate-controlled environments. May require the use of personal protective equipment (PPE) depending on the environment. This is a fast-paced work environment and requires cross departmental collaboration with independent and team-based responsibilities. Standard works hours for this position are 8:30-5:00.

ITAR Requirement

In compliance with International Traffic Arms Regulations (ITAR), candidates must be U.S. Citizens, U.S. Permanent Residents (Green Card holders) or individuals granted asylee/refugee status as defined by 8 U.S.C. 1324b(a)(3).

Compensation and Benefits

PDW values our team, and we offer a compensation package reflective of your experience and capabilities. Benefits include:

• Comprehensive BCBS medical, dental, and vision coverage; 80% sponsored by the company
• Safe Harbor 401(K) with company match
• Paid Parental Leave
• Competitive salary, generous paid time off (PTO), and flexible leave options
• On-site fitness center

EEO Statement

PDW is an equal opportunity employer that upholds all federal and state non-discrimination laws. We ensure a fair and unbiased evaluation for employment for all qualified candidates regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, marital status, medical condition, disability, genetic information, veteran status, or any other characteristic protected by law.