Job Description
Description XTEND is on a mission to increase the combat effectiveness of the warfighter through human-guided autonomous systems. We revolutionize military operations to enhance both safety and lethality through advanced technology and intuitive human-machine teaming.
We are looking for a hands-on Drone Operator & Customer Success Specialist to join our military platform team in Tampa. This role blends technical shop ownership, drone/FPV operations, and customer success. You'll help run our Tampa demo facility day-to-day-keeping aircraft and kits mission-ready, flashing and configuring systems, supporting customer training and demos-and serve as a trusted technical point of contact for our users in the field.
Responsibilities:
Drone Operation, Training & Field Support:
- Operate drones and FPV systems for customer training, testing, and demonstrations (indoor and outdoor).
- Support and occasionally lead live product demos, including setup, safety checks, rehearsals, and teardown.
- Train customers on effective, safe, and repeatable drone operations, including basic troubleshooting and best practices.
- Collect feedback from events and operators and relay it to internal teams to improve training and product performance.
Technical Support, Maintenance & Shop Ownership:
- Own the readiness of demo and training kits at the Tampa facility, ensuring all aircraft, radios, batteries, and ground equipment are configured and ready to deploy.
- Perform routine maintenance, inspections, and minor repairs on aircraft, payloads, controllers, and FPV hardware (swapping components, connectors, props, etc.).
- Flash and update firmware and software on aircraft, radios, tablets, and ground stations, following established procedures and documenting changes.
- Maintain an organized lab/shop environment, track inventory and spares, prep gear for shipping or travel, and receive/inspect returned equipment.
Customer Success & Engagement:
- Serve as a primary technical point of contact for assigned customers via phone, online, and in-person.
- Onboard new customers to the platform, helping them configure systems, understand workflows, and achieve their operational objectives.
- Troubleshoot hardware, software, and connectivity issues, coordinating with engineering and support teams as needed.
- Build strong customer relationships, proactively follow up on open items, and identify opportunities for refresher training, upgrades, or new capabilities.
Requirements - 2+ years of experience in a customer-facing role with a technical, field support, or operations focus.
- Proven hands-on experience operating drones / unmanned aerial systems (UAS); FPV experience is a strong plus.
- FAA Part 107 certification (required) or the ability to obtain within a defined period.
- Demonstrated technical aptitude: comfortable with basic electronics, firmware flashing, device configuration, and troubleshooting.
- Strong problem-solving skills and the ability to diagnose issues across hardware, software, and network elements.
- Excellent communication and interpersonal skills for training customers, writing clear instructions, and working with cross-functional teams.
- Ability to manage multiple priorities in a fast-paced environment while keeping the shop, kits, and tasks organized.
- Innovative mindset, strong work ethic, and a willingness to learn quickly and get hands-on with new systems.
- Familiarity with common productivity and tracking tools (e.g., Microsoft Office, Jira, Confluence, CRM or ticketing systems) is a plus.
Located in the Tampa area - on site, with willingness to travel for demos, training, and field support as required.
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