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Own technical support for German customers, troubleshooting hardware, RF, networking, and software issues remotely and on-site. Lead or support installations, integrations, upgrades, maintenance, health checks, and acceptance testing. Manage tickets, SLAs, incidents, documentation, and customer communications. Deliver German-language technical training, provide field feedback to Product and R&D, and support root-cause analysis and validation. The role requires native German, fluent English, hands-on technical support experience, Linux and networking knowledge, and approximately 25% field travel across Germany.
Description
Sentrycs is a leading Counter-UAS company delivering advanced Cyber over RF solutions for drone detection, tracking, identification, and mitigation. Our products support defense, homeland security, law enforcement, critical infrastructure, and public safety customers.
We are seeking a technically strong, German-speaking Support Manager based in Germany to own technical support for our German customers.
Responsibilities:
Technical Support & Incident Management
- Own technical support for Sentrycs systems deployed in Germany, from first response to full resolution
- Act as the first point of contact for technical issues and incidents, remotely and in the field
- Troubleshoot hardware, RF, networking and software issues on-site and remotely
- Escalate and coordinate with Support, R&D and Product teams in Israel until each issue is resolved
- Manage support tickets, SLAs and incident reports, and keep customers updated throughout
Deployment & System Health
- Lead or support installation, integration, configuration and acceptance testing at customer sites
- Perform software upgrades, preventive maintenance and periodic health checks
- Monitor system performance and address operational risks before they become issues
- Maintain accurate site documentation, configurations and installed-base records
Customer Training & Enablement
- Deliver technical and operational training to operators and technical teams, in German
- Create and adapt German-language training materials, guides and knowledge-base content
- Help customers use Sentrycs systems effectively in real operational scenarios
Field Feedback & Cross-functional Collaboration
- Collect field feedback and turn recurring issues and customer needs into product input
- Work with Product & R&D on bug reproduction, root-cause analysis and field validation of fixes
- Work with Customer Success and Sales on account health and expansion opportunities
Experience
- 3+ years of experience in technical support, field engineering, system integration or a similar hands-on technical role
- Proven experience supporting complex technical systems at customer sites
- Background in RF, radar, SIGINT, electronic warfare, telecom or C4I systems – strong advantage
- Experience in the defense, security, public safety or critical-infrastructure domain – strong advantage
- Familiarity with C-UAS / drone technologies – advantage
Technical Skills
- Strong troubleshooting skills across hardware, software and networking
- Solid knowledge of IP networking (TCP/IP, routing, VLANs, VPNs, firewalls)
- Hands-on experience with Linux, command-line tools and log analysis
- Understanding of RF fundamentals and experience with RF equipment (SDRs, spectrum analyzers, antennas) – advantage
- Scripting skills (Python, Bash or similar) – advantage
Languages
- Native-level German (mandatory)
- Fluent English, written and spoken (mandatory)
- Other languages - advantage
Location & Travel
- Based in Germany
- About 25% field work with frequent travel to customer sites across Germany
- Occasional travel to other European countries and to our headquarters in Israel
- Valid driving license (Class B)
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