Technical Support Representative - Commercial Military

Commercial/Military Technical Support Representative

The Commercial/Military Technical Support Representative is primarily responsible for providing technical support to Lumenier's end user military, government, commercial, and light show drone customers. Support ranges from build kit assistance to Ready-to-Fly (RTF) systems, including setup, configuration, troubleshooting, repair, and ongoing maintenance. This role serves as a trusted technical resource for military end users and requires awareness of military rankings, roles, and terminology to communicate credibly and effectively with service members and defense customers.

The representative must develop a comprehensive understanding of Lumenier's component infrastructure and complete drone systems, and maintain currency on all product offerings in order to fully support the customer. Support is handled via email, live chat, telephone, video conference, or in person.

The Commercial/Military Technical Support Representative works closely with the Business Development team, Engineering, and Operations, to drive revenue growth and deliver value to customers.

Responsibilities include:

• Provide prompt, professional, and precise technical support to military, government, commercial, and light show drone customers across all Lumenier product lines.
• Communicate effectively with military end users, demonstrating working knowledge of military rank structure, unit roles, and common military terminology and acronyms.
• Assist customers with build kit support, including component selection, assembly guidance, wiring, firmware, and configuration.
• Support Ready-to-Fly (RTF) systems with initial setup, radio/controller binding, calibration, flight configuration, and troubleshooting.
• Diagnose hardware, software, and firmware issues; perform and guide customers through repair and maintenance procedures.
• Develop and maintain a comprehensive understanding of the infrastructure of Lumenier components (motors, ESCs, flight controllers, video systems, radios, batteries, frames, and related hardware) and how they integrate into complete drone systems.
• Maintain currency on all Lumenier product offerings, including new releases, revisions, firmware updates, and discontinued items, in order to fully support the customer.
• Support commercial and light show drone customers with fleet setup, system configuration, and operational troubleshooting.
• Process, document, and track support cases, RMAs, and repairs; notify customers of status changes or issues related to their equipment or orders.
• Escalate complex technical issues to engineering and provide clear, detailed documentation of symptoms, testing performed, and findings.
• Capture and relay customer feedback, failure trends, and field data to product and engineering teams to support continuous product improvement.
• Contribute to knowledge base articles, setup guides, troubleshooting documentation, and training materials.
• Assist customers as needed when arriving at the office for pickups, demonstrations, or hands-on support.
• Assist the fulfillment team as needed with inventory or technical verification issues when filling orders.
• Occasionally traveling to visit customers, shows, demo, testing events.
• Other duties when assigned.