Product Support Engineer

About Insitu Pacific

Insitu Pacific delivers industry-leading uncrewed aerial system (UAS) services to Australia and the Asia-Pacific region. Our expertise, operational experience, and knowledge has established Insitu Pacific as a key provider of end-to-end advanced multi-domain ISR solutions.

Since 2009, our people, partnerships, suppliers and local flight testing and training facilities have effectively supported defence, commercial and civil customers. We are committed to maintaining and further developing our local supply chains and supporting Australia's sovereign capability as a vital component to a strong Australian defence industry sector.

The Opportunity

The Product Support Engineer is responsible for providing technical support for our products throughout their lifecycle. This role involves troubleshooting, diagnosing, and resolving customer issues, as well as collaborating with cross-functional teams to enhance product performance and customer satisfaction.

Responsibilities

• Provide timely and effective technical support to customers via phone, email, and on-site visits.
• Diagnose and troubleshoot product issues, ensuring prompt resolution and customer satisfaction.
• Create and maintain comprehensive documentation of support cases, solutions, and product updates.
• Prepare regular reports on support metrics, trends, and customer feedback to inform product development.
• Work closely with engineering, product management, and quality assurance teams to communicate customer feedback and product performance issues.
• Participate in product development meetings to provide insights from a support perspective.
• Conduct training sessions for customers and internal teams on product features and best practices.
• Develop and update training materials and user manuals as needed.
• Assist configuration identification and control.
• Advises on the development of technical elements of internal business cases and external customer proposals.
• Assist with systems engineering and engineering management process measurement and improvement.

Experience/ qualifications

Essential

• Degree in a mechanical, electrical, electronic, communications, computer engineering, aerospace or related discipline.
• 6 or more years related work experience.
• Professional experience in the specification, design, analysis, manufacture and test of products in aerospace or related industries, in particular unmanned systems.
• Demonstrated knowledge and expertise with the application of systems engineering principles, data and tools in aerospace or related industries.
• Demonstrated ability to ensure successful outcomes which meet project deliverables and adhere to critical deadlines.

Desirable

• Demonstrated experience in Product Support Engineering roles including, ILS, MRD and technical troubleshooting.
• Demonstrated experience with other engineering design, prototyping, drawing, analysis and test tools.
• Knowledge of engineering lifecycle, development methodologies, and rapid prototyping methodologies.
• Prior experience working in or closely with the Australian Capability Acquisition and Sustainment Group (CASG).
• Prior experience with defence communications, uncrewed systems, tactical datalink systems and/or vehicle modification projects.
• Experience with DASR compliance, specifically, Part 21J, Part 145M and UAS.
• Experience in aerospace industry, particularly UAS.

Eligibility

• Applicants must be Australian Citizens to meet defence security requirements
• Able to obtain an Australian Defence Security Clearance
• You may require a Foreign Work Authorisation (FWA) in order to perform this role. This is not a requirement set or determined by Boeing but by the Department of Defence under laws issued in 2024. Please refer to the Department of Defence website to understand these requirements.

Benefits

• Generous study assistance and education options
• Salary packaging and Career Development support
• Health and wellbeing benefits including annual flu vaccinations and access to an Employee Assistance Program
• Access to discounts for health insurance, travel and accommodation
• Paid study leave, paid parental leave and Defence Reservist leave
• Formal reward and recognition program

We are committed to building a diverse and inclusive workplace. Female applicants, people of Aboriginal or Torres Strait Island descent and ex-defence personnel are encouraged to apply.

If you are ready to join an innovative industry leader and would like to register your interest in working for Insitu Pacific, please click Apply Now.