Support Engineer

At AVIAN, our mission is clear: we stop fires before they start. Our infrared camera systems and AI-driven monitoring help industrial companies detect abnormal heat early, prevent fire risk, protect assets, and avoid costly downtime.

We have reached product-market fit. We have the product, the proof, and strong customer demand. Now we need to scale the customer support and technical operations behind it.

As Support Engineer, your mission is to make sure AVIAN works reliably in the field. You will support customers, troubleshoot technical issues, monitor system performance, coordinate fixes, and help industrial teams get maximum value from our fire prevention platform.

You will:

• Own technical support for AVIAN customers across hardware, software, connectivity, alerts, and integrations.
• Diagnose and resolve issues across cameras, cloud systems, dashboards, notifications, and customer environments.
• Support onboarding, commissioning, configuration, and ongoing customer operations.
• Monitor system health and proactively identify issues before customers are affected.
• Work closely with engineering, product, AI, hardware, and operations to resolve root causes.
• Create clear documentation, troubleshooting guides, and internal support playbooks.
• Communicate directly with customers in a clear, calm, and structured way.
• Help improve support processes, escalation paths, and service quality as AVIAN scales.
• Bring recurring customer issues back to the product and engineering teams.
• Support field work, customer visits, and trade fairs when needed.

This is a hands-on technical role. You will troubleshoot, communicate, document, escalate, and improve systems used in real industrial environments.

You are a technical problem-solver who enjoys helping customers. You are calm under pressure, structured in your work, and comfortable debugging systems that combine hardware, software, connectivity, and real-world operations.

Must-haves:

• Experience in technical support, support engineering, field engineering, solutions engineering, or a similar customer-facing technical role.
• Strong troubleshooting skills across software, hardware, networks, and cloud systems.
• Ability to communicate technical issues clearly to both customers and internal teams.
• Strong ownership and follow-through on customer issues.
• Comfort working with ticketing systems, logs, dashboards, and monitoring tools.
• Ability to document issues, fixes, and repeatable support processes.
• Strong customer orientation and calm communication under pressure.
• Comfort working in a startup or scale-up environment.
• High ownership, direct communication, and bias for action.
• Fluent English.
• Willingness to occasionally travel for customer sites, team meetings, trade fairs, or field work.

Nice-to-haves:

• Experience in industrial IoT, hardware-enabled SaaS, machine vision, predictive maintenance, automation, safety tech, or fire prevention.
• Experience supporting cameras, sensors, edge devices, industrial networks, or connected hardware.
• Experience with cloud platforms, APIs, databases, logs, monitoring, or basic scripting.
• Experience working with manufacturers, maintenance teams, plant managers, or industrial operators.
• Experience with PLCs, industrial protocols, or customer infrastructure integrations.
• German language skills.
• Based in Zurich, Europe, or a major US industrial hub.

AVIAN is building a new category in industrial fire prevention. Our product protects real facilities, real assets, and real people. The impact is immediate, measurable, and operationally critical.

You will join at the right stage: product-market fit is proven, customer demand is real, and our installed base is growing. This is the opportunity to build the technical support function for a mission-critical product that customers rely on every day.

What we offer:

• Direct ownership of customer-facing technical support.
• Opportunity to work on a real-world product across hardware, software, AI, and industrial operations.
• Close collaboration with engineering, product, hardware, AI, and customer teams.
• Competitive compensation.
• Equity participation.
• Flexible, high-trust working model.
• International team with a clear mission and strong customer focus.
• Opportunity to help scale AVIAN to $10M+ ARR and beyond.

The AVIAN Way:

• Clarity, ownership, speed. Everyone owns outcomes end-to-end.
• Fail fast, fix faster. We learn quickly and improve continuously.
• Radical transparency. Shared knowledge, open decisions, constant feedback.
• Global and focused. International team, customer-obsessed, real-world impact.

AVIAN is an equal-opportunity employer. We welcome applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status. Reasonable accommodations are available upon request.