技術支援工程師 / Technical Support Engineer (Field Application)

當無人機出問題時，你的第一反應不是「誰來修」，而是「讓我搞清楚」嗎？你享受把複雜的技術拆解成任何人都看得懂的操作流程，也樂於親自帶著團隊把事情做對嗎？

在 Valtec，這個角色是產品與使用者之間的第一窗口。無論是內部團隊、客戶還是 drone pilot，遇到硬體或軟體問題時，第一個找的就是你。你負責判斷問題、能解決的直接解決、需要研發處理的精準轉交，並把每一次問題沉澱成手冊與培訓，讓同樣的問題不再發生。你的目標是讓任何受過訓練的 drone pilot，都能在海事環境中獨立、穩定地執行任務。

When one of our drones has a problem, is your first instinct “let me figure this out” rather than “who’s fixing this”? Do you love turning complex tech into procedures anyone can follow, and leading a team hands-on until they get it right?

At Valtec, this role is the first point of contact between our products and the people who use them. When internal teams, clients, or drone pilots run into hardware or software issues, you’re the one they call. You diagnose the problem, solve what can be solved, escalate what needs R&D with precision, and turn every issue into documentation and training so it doesn’t happen again. Your goal: any trained drone pilot can run missions independently and reliably in demanding maritime conditions.

---

【主要工作任務 / Key Responsibilities】

1. 技術支援與問題分流 / Technical Support & Issue Triage

・深入理解公司產品（硬體與軟體），作為內部團隊與客戶在產品問題上的主要窗口，回答技術問題並協助排除故障。
Develop deep knowledge of our products (hardware and software) and serve as the primary contact for internal teams and clients, answering technical questions and troubleshooting issues.

・判斷問題根源（操作、硬體、韌體、軟體或通訊），可自行處理者直接解決；重大問題整理成可重現的問題報告，轉交研發團隊。
Identify the root cause of issues (operational, hardware, firmware, software, or communications), resolve what can be handled directly, and escalate major bugs to R&D as clear, reproducible reports.

・追蹤問題處理進度，確保每個回報都有結論並回覆給提出者。
Track issues through to resolution and close the loop with whoever reported them.

・彙整 drone pilot 與客戶的回饋，整理成結構化資訊提供研發團隊作為產品改善依據。
Consolidate feedback from drone pilots and clients into structured input for R&D to inform product improvements.

2. 操作手冊與文件建置 / Runbooks & Documentation

・撰寫完整的船上部署操作手冊，涵蓋飛前檢查、起降程序、任務監控與飛後回報，並針對海事環境（甲板規範、海況限制、高濕度電池管理）進行專項說明。
Author a comprehensive Vessel Deployment Runbook covering pre-flight checks, launch/recovery procedures, mission monitoring, and post-flight reporting, with marine-specific sections on deck protocol, sea state limits, and battery handling in humid conditions.

・建立故障排除指南，以 drone pilot 易懂的語言整理常見的硬體與軟體問題，讓現場能自行排除。
Build a Fault & Troubleshooting Guide in plain, pilot-friendly language covering common hardware and software issues, so drone pilots can resolve them independently.

・制定緊急應對 SOP，涵蓋失聯處理、無人機落海與任務中止流程。
Draft Emergency Response SOPs covering loss-of-signal handling, drone overboard scenarios, and mission abort procedures.

・將反覆出現的支援問題轉化為文件或 FAQ，持續累積知識庫。
Turn recurring support issues into documentation and FAQs, continuously building the knowledge base.

・維護所有文件的版本控制，隨每次硬體或韌體更新同步修訂，並提供清楚的變更紀錄。
Maintain version control across all documentation, updating it with every hardware or firmware revision and keeping a clear change log.

3. 飛手培訓 / Pilot Training

・規劃並執行課堂教學與實機操作培訓，確保他們能獨立操作系統並執行任務。
Plan and deliver classroom and hands-on training for our drone pilot team, ensuring they can operate our systems and execute missions independently.

・建立分層式培訓課程（初級／認證級／進階級），涵蓋系統原理、硬體組件、任務規劃與緊急處理。
Build a tiered training curriculum (beginner, certified, advanced) covering system overview, hardware components, mission planning, and emergency procedures.

・設計實作考核，確認每位 drone pilot 達到獨立作業標準，並追蹤認證狀態與複訓需求。
Design practical assessments to confirm each drone pilot meets the standard for independent operation, and track certification status and refresher needs.