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.

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  Act as the first point of contact for Nexus users across WhatsApp, Signal, phone and email

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  Help users with installation, setup, configuration, updates and network connectivity of Nexus

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  Diagnose problems remotely: guide users step by step, use screen sharing where possible, and check logs, versions and system settings

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  Reproduce reported issues and separate user errors and configuration problems from real bugs

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  Escalate bugs to the development team with clear reports: steps to reproduce, logs, screenshots, version and environment details.

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  Track escalated issues to resolution and keep users updated on status

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  Log every request in the ticketing system and keep its status current

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  Build and maintain a Ukrainian-language knowledge base: installation guides, FAQs and troubleshooting checklists

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  Spot recurring problems and report them to product and development as input for improvements

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  Test new Nexus releases on Ukraine-specific setups before they reach users

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  Support onboarding of new units and partners, mostly remotely and sometimes on site
  

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  2+ years in technical support, IT helpdesk, system administration or a similar role

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  Experience with drones, ground control software, telemetry or radios

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  Familiarity with PX4 and/or ArduPilot

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  Basic Linux and log analysis skills

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  Experience with Jira or another ticketing system

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  Working knowledge of networking: IP addressing, ports, Wi-Fi, VPN, basic routing

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  Ability to explain technical steps clearly to non-technical users, including under pressure

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  Structured approach: you write clear tickets and bug reports that others can act on

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  Fluent Ukrainian and at least intermediate English (especially written, for communication with the Netherlands team)

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  Readiness for irregular hours, including on-call or weekend duty on rotation.

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  Prior work with military units, the defense sector or international partners is a plus

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  Technical education (engineering, IT, telecommunications) is a plus

• Users get a fast first response, and most installation and setup issues are solved without escalation to developers

• Every request is logged, so HQ can see volume, top issues and resolution times

• Developers receive bug reports they can act on without follow-up questions

• A Ukrainian-language knowledge base covers the most common issues and reduces repeat requests

• Recurring user problems are visible to product and feed into the roadmap