Customer Support Specialist USA

At Sentrycs, we are redefining Counter-UAS technology with innovative, cyber-based drone mitigation solutions trusted by governments, defense organizations, airports, critical infrastructure operators, and law enforcement agencies worldwide.

As we continue our expansion in North America, we are seeking a highly skilled Customer Support Specialist to join our growing team. This role is designed for an experienced technical support professional who thrives in complex operational environments, enjoys deep problem-solving, and can serve as a key technical resource for both customers and internal teams.

The ideal candidate combines strong technical expertise with excellent analytical and troubleshooting capabilities and is comfortable working closely with Engineering, Product, and Customer Success teams to resolve sophisticated technical challenges.

Responsibilities

• Act as the primary technical escalation point for complex customer issues and support cases across North America.
• Investigate, analyze, and resolve advanced system, software, networking, and operational issues related to Sentrycs solutions.
• Perform root cause analysis and provide detailed technical recommendations for issue resolution and system optimization.
• Collaborate closely with R&D, Product Management, QA, and Field Engineering teams to identify, reproduce, and resolve product-related issues.
• Support customer deployments remotely by assisting with system configuration, integration, validation, and performance optimization.
• Analyze logs, system behavior, network traffic, and operational data to identify technical anomalies and recommend corrective actions.
• Develop and maintain technical documentation, troubleshooting guides, knowledge base articles, and support procedures.
• Participate in product validation, testing activities, and feedback processes to improve product reliability and customer experience.
• Support customer-facing teams with technical expertise during escalations, reviews, and critical operational events.
• Contribute to continuous improvement initiatives across support processes, tools, and methodologies.

Requirements

• 5+ years of experience in Technical Support, System Support, Technical Operations, Customer Engineering, or similar roles.
• Strong experience supporting complex software-hardware systems in cybersecurity, defense, telecommunications, networking, RF, or related industries.
• Solid understanding of networking concepts including TCP/IP, routing, switching, firewalls, and network troubleshooting.
• Experience working in Linux-based environments and familiarity with system administration concepts.
• Ability to analyze logs, system events, and technical data to identify root causes and resolve complex issues.
• Strong troubleshooting and analytical skills with a structured problem-solving approach.
• Experience working directly with Engineering and Product teams in technical escalation workflows.
• Excellent written and verbal communication skills in English.
• Ability to manage multiple technical issues and priorities in a fast-paced environment.
• Self-motivated, detail-oriented, and capable of working independently.
• Willingness to travel occasionally (up to 10%) for customer support, training, or company events.

Preferred Qualifications

• Experience with cybersecurity, Counter-UAS, defense, aerospace, or mission-critical systems.
• Familiarity with RF technologies, wireless communications, or spectrum-related systems.
• Experience with ticketing systems, monitoring platforms, and support analytics tools.
• Knowledge of cloud-based environments and modern deployment architectures.
• Experience supporting government, defense, or critical infrastructure customers.