Technical Support Manager Tier 1

As a Technical Support Manager (Tier 1), you are part of the global support team and serve as the first point of contact for our customers regarding technical inquiries. You resolve the majority of requests directly using our knowledge base and manuals, ensure accurate categorization in the ticketing system (Jira), and identify when an issue needs to be escalated to Tier 2. In doing so, you maintain oversight of the support mailbox, assist with license management, support RMA processes, and help customers with basic log analyses (e.g. based on the Reseller UI manual).Your role is intentionally pragmatic: you work in a structured, data-driven, and documentation-focused manner to resolve recurring issues as efficiently as possible, without getting deeply involved in crash analyses or complex engineering topics.What is your Day to Day Mission:Handling and prioritization of support requests via email, ticketing system, and occasionally by phoneStructured troubleshooting based on the knowledge base and technical documentationCoordination of basic RMA, shipping, and replacement processesExecution of basic log analyses following predefined standardsClarification of licensing topics and verification/management of system accessClose collaboration with Customer Success, Sales, Fulfillment, Repair, and Training teamsAccurate documentation and maintenance of tickets in JiraContinuous monitoring of the support mailbox to ensure fast response timesActive contribution to internal projects and the achievement of OKRsWhat you bring to the team:Completed technical training or relevant experience in an IT, technical, or support-related environmentStrong interest in aviation, drones, or other technical productsEnjoyment of structured, detail-oriented work with documentation, processes, and digital toolsVery good communication skills in German and English (at least B2 level)Initial experience with Jira, Confluence, or comparable ticketing and documentation tools is a plusStrong team spirit and motivation to work in a committed, supportive support environmentWhy Quantum-Systems:We believe in the power of combined efforts: straightforward tech expertise paired with a customer-centric focus.We are industry pioneers who are ambitious, bold, and visionary. We push limits, think outside-the-box and strive for technological excellence to shape the future of aerial data.We promise to be your runway for individual and professional growth.Our benefits:Company pension scheme: We support you so that you can already make provisions for later.Flexible working hours: With trust-based working hours, you are not only responsible for your working hours, but also for your work-life balance.Mobile working: If it gets too turbulent for you in our office, you can get the necessary balance through mobile working.Bike-Leasing: We support you in staying environmentally mobile and healthy.Corporate Benefits: Your opportunity for attractive offers and discounts from well-known suppliers and brands, e.g. Adidas, Apple, Expedia.Employee events: We not only want to grow together, but also celebrate our successes together.Lunch-Card: Be powerful with delicious energy, daily lunch budget is sponsored.Company Shuttle: Enjoy our convenient shuttle service that picks you up from Pasing in Munich and brings you to our location, with return trips at the end of the workday.About us:Quantum Systems specialises in the development, design, and production of small Unmanned Aerial Systems (sUAS). The company’s range of electric vertical take-off and landing (eVTOL) sUAS are built to maximize range and versatility and to provide operators with a seamless user experience. By integrating cutting-edge software capabilities, like edge computing and real-time AI-powered data processing, Quantum Systems is building next-generation UAS for clients in defence, security, public sectors.Our commitment:We are an open-minded company that not only values diversity, but actively promotes it. Regardless of gender, age, ethnic origin, religion, sexual orientation or disability, we firmly believe that the diversity of our employees is an essential part of our success.At our company, every voice is heard and every perspective is valued. We believe that our differences enrich us and help us to find creative solutions and generate innovative ideas. We pride ourselves on creating an inclusive work environment where all employees can reach their full potential.