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.

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

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

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

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

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

Track escalated issues to resolution and keep users updated on status

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

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

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

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

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

What you will bring 2+ years in technical support, IT helpdesk, system administration or a similar role

Experience with drones, ground control software, telemetry or radios

Familiarity with PX4 and/or ArduPilot

Basic Linux and log analysis skills

Experience with Jira or another ticketing system

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

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

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

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

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

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

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

What success looks like in the first year 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

Why join Intelic Talented team. Collaborate with some of the brightest engineers and defense experts in the Netherlands.

Scale-up momentum. Join at a pivotal growth stage where you can help shape both the product and the company.

Hands-on testing. See your work in action through regular real-world field testing.

Meaningful impact. Contribute to mission-critical technology that directly improves safety and effectiveness in defense operations.

Innovation at the core. Tackle complex engineering challenges and push the boundaries of autonomy in defense.

What we offer Full-time position and official employment

Hybrid work in Kyiv, with occasional trips

25 vacation days

Travel reimbursement