Customer Support Specialist

Location: Israel (full-time, hybrid)

About High Lander

High Lander provides drone fleet and uncrewed traffic management software solutions to clients around the world. Our platforms empower people to take full advantage of drone technology, while providing authorities with the tools they need to maintain safety in the sky.

Are you looking to gain hands-on experience in a fast-growing aviation technology company? Do you have strong technical curiosity, a passion for customer success, and eagerness to learn and grow in a dynamic support environment?

High Lander is expanding its Customer Experience Team and looking for an entry-level Customer Support Specialist to join us!

Responsibilities

Handle customer and partner technical issues, including ticket classification, troubleshooting, follow-ups, and escalation management.
Support and maintain support system infrastructure (Monday, Zendesk), including workflows, reporting, dashboards, and process development.
Create and maintain internal and external documentation, knowledge base articles, operational guidelines, and troubleshooting procedures.
Support onboarding and implementation processes for new customers and partners, including technical setup and operational guidance.
Participate in and lead product training sessions for customers, partners, and internal teams.
Monitor customer and partner usage, satisfaction, and recurring issues to provide insights and improve customer experience.
Support the adoption of AI-based tools and automation workflows to improve support efficiency, ticket handling, documentation quality, and internal knowledge processes.
Analyze operational data (flights, technical issues, incident trends) to identify recurring patterns and drive improvements.
Provide product expertise and operational support to internal teams (Sales, QA, Product, Development).
Assist in managing customer feedback, product escalations, and cross-department coordination to ensure fast resolution.

Professional requirements:

1+ years of experience in a similar role – Technical Support, CS, Training, or Operations, with demonstrated ability to handle technical inquiries and customer-facing responsibilities.
Strong technical aptitude with excellent troubleshooting and problem-solving abilities.
Excellent verbal and written communication skills in both English and Hebrew.
Experience with CRM/Helpdesk platforms (Monday, Jira, Zendesk, or similar).
Confident in presenting and leading customer training sessions.
High motivation and ability to learn quickly in a fast-paced SaaS environment.
Proficient with Google Workspace and Microsoft Office tools.
Experience with drone technology/UAV operations - strong advantage.
Experience in SaaS platforms or B2B/B2G client environments - an advantage.

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