Tier 1 Customer Support

On a mission

At DeltaQuad, you’ll work on technology that truly matters. As a pioneer in long-range electric VTOL drones (Vertical Take-Off and Landing), we develop robust systems in collaboration with trusted partners, which are deployed across the globe for defence, agriculture and inspection. Our drones are reliable, user-friendly, and built to perform in demanding environments.

We combine technical innovation with a pragmatic mindset. What we do today shapes where we’ll be tomorrow, and you’ll play a crucial role in that journey.

Our core values

- Partnerships – Growing together through long-term collaboration
- Customer focus – Thinking and acting with the customer in mind
- Ownership – Taking responsibility for what we do
- Innovation – Finding smart, practical solutions
- Excellence – Focused on quality and results
- Team spirit – Building trust, growth, and enjoyment together

The role

Do you enjoy solving problems, helping people, and getting to the bottom of things when something isn’t working as expected?

As part of our Support team, you’ll be the first point of contact for our customers and play an important role in making sure they get the help they need. You’ll receive and triage incoming questions, troubleshoot common technical issues, and guide customers towards a solution.

Some issues you’ll solve yourself, while others will need the right expert involved. You don’t need to have all the answers. What matters is that you ask the right questions, think practically, communicate clearly, and know when to escalate.

Above all, you’ll make sure customers feel supported, informed, and confident that their issue is in good hands.

Key responsibilities

Customer support & communication

- Respond to support requests via email, phone, chat, or ticketing systems.
- Maintain open communication with customers and provide timely status updates.
- Understand the customer’s question or issue and determine the appropriate next step.
- Communicate technical information in a clear and accessible way.
- Maintain friendly, professional, and empathetic communication.
- Help ensure a positive customer experience and build customer trust.

Initial troubleshooting

- Diagnose common technical problems.
- Guide customers through basic troubleshooting steps.
- Assist with installation, configuration, and usage of products.
- Gather the relevant technical information needed to understand and reproduce issues.
- Apply known solutions and standard troubleshooting procedures.

Issue triage & escalation

- Determine whether an issue can be resolved directly or requires escalation.
- Identify the urgency and impact of incoming support requests.
- Escalate more complex technical issues to the appropriate support or engineering team.
- Provide clear and complete information when handing over an issue.
- Follow up on escalated cases and keep customers informed of progress.

Ticket management & documentation

- Log incoming issues and record troubleshooting steps.
- Document customer interactions, findings, and solutions accurately.
- Keep support tickets complete and up to date.
- Ensure recurring issues and useful solutions are captured for future reference.

Knowledge sharing

- Provide guidance on product features, capabilities, and best practices.
- Use internal documentation and knowledge bases to resolve customer questions.
- Contribute to improving support documentation based on recurring questions and solutions.
- Share relevant customer feedback and recurring issues with the wider team.

What you bring

You’re comfortable talking to customers and have enough technical curiosity to dig into an issue rather than simply passing it on. You communicate clearly, stay organized, and understand that great support is just as much about the customer experience as it is about finding the technical solution.

- Strong communication skills (email, phone, chat).
- Basic technical troubleshooting ability.
- Customer-first, empathetic attitude.
- Organizational skills for ticket logging and documentation.
- Ability to judge when to escalate vs. resolve directly.
- Familiarity with using knowledge bases/internal documentation.

What we offer

- Coaching and professional growth opportunities
- 27 vacation days (based on full-time)
- 38-hour workweek with flexible working hours
- Travel reimbursement of €0.25/km or full compensation for public transport (2nd class)
- Excellent pension scheme through the PME pension fund
- Work in an innovative, high-tech environment with real-world impact
- Open, informal company culture where your ideas are valued
- Lunch provided by DeltaQuad, monthly team drinks, and regular team activities

Please note that, as part of our recruitment process, we may request a Certificate of Conduct (VOG) and conduct a background screening in accordance with our screening policy. We appreciate your understanding and cooperation throughout this process.