Technical Support Specialist

Aerones is seeking a passionate and skilled Technical Support Specialist to join our team. This role is vital in providing top-notch support to our clients and ensuring the optimal performance of our innovative robotic solutions used in wind turbine maintenance. About us We specialize in cutting-edge Robotic Solutions that ensure Safety, efficiency, and top-tier service for the Wind Energy Industry. Our Team are made up of friendly and knowledgeable people. You will join us in our modern, safe and comfortable Plant and Offices that are located at Katlakalna Iela 11E, Riga. Responsibilities • Review and process technical support requests in the ticketing system or other designated systems, prioritizing asset-offline and downtime-critical incidents. • Perform structured remote diagnostics using symptoms, asset history, photos, video, error messages, configuration data, schematics and manuals. • Diagnose electronic, electrical, electromechanical and communication faults in robotic systems and drones. • Remotely guide field teams through clear troubleshooting and repair steps, verify results and provide a safe practical solution or workaround to restore operation. • Use previous solutions for recurring issues and systematically test new resolution paths for previously unencountered problems. • Escalate complex cases to engineers or the direct manager with a clear summary of the impact, evidence, checks completed, actions tried and support required. • Keep ticket status and next steps current, document diagnostics and resolutions, and contribute reusable knowledge to the support knowledge base.