Technical Support Engineer (Інженер технічної підтримки)
At Intelic, we build software for unmanned systems in the defense sector. We have offices in Amsterdam and Kyiv, with a team of engineers and defense experts from the Netherlands and Ukraine.
Our main product is Nexus, a platform that helps drones work faster, more reliably and in coordination with each other. In Ukraine, we work closely with our partners, so what we build is tested in real conditions.
The role is hybrid, with occasional trips across Ukraine when an issue can't be solved remotely. You will report to the Customer Success Lead.
What you will do
Act as the first point of contact for Nexus users across WhatsApp, Signal, phone and email
Help users with installation, setup, configuration, updates and network connectivity of Nexus
Diagnose problems remotely: guide users step by step, use screen sharing where possible, and check logs, versions and system settings
Reproduce reported issues and separate user errors and configuration problems from real bugs
Escalate bugs to the development team with clear reports: steps to reproduce, logs, screenshots, version and environment details.
Track escalated issues to resolution and keep users updated on status
Log every request in the ticketing system and keep its status current
Build and maintain a Ukrainian-language knowledge base: installati
