Mission Support Lead
About The Position
As the Mission Support Lead, you will grow and manage the team responsible for supporting deployed Neros systems in the field. This role sits at the intersection of engineering, operations, and customer support—ensuring that warfighters and partners receive timely technical assistance while turning real-world operational feedback into product improvements. Lead a growing team of Mission Support Specialists responsible for troubleshooting hardware and software issues, managing inbound customer requests, and supporting field escalations Personally handle complex technical issues and serve as the escalation point for critical customer cases Work closely with the Head of Mission Success to establish support tooling, define workflows, implement ticketing and knowledge management systems, and build metrics that help the organization scale effectively Help shape how Neros supports customers as our systems scale from early deployments to large-scale field use by ensuring that insights from real-world deployments flow back into product development and operational processes This role requires someone who combines strong leadership and technical troubleshooting skills with an operator-first mindset. The right candidate takes extreme ownership, moves quickly to solve problems, and constantly looks for ways to improve both product and process.
Requirements
- 2+ years of people management experience, leading technical or support teams in a fast-paced environment
- 4+ years of experience in technical support, applications engineering, field support, or similar roles within hardware, robotics, aerospace, or defense technology environments
- Experience troubleshooting complex hardware and software systems in operational environments
- Familiarity with FPV drone systems, including components such as flight controllers, ESCs, radios, video transmitters, batteries, and ground stations
- Strong understanding of technical troubleshooting methodologies, root cause analysis, and systematic debugging approaches
- Experience managing customer support operations, including inbound request triage and escalation handling
- Experience working with or implementing support tooling such as ticketing systems, knowledge bases, and internal documentation platforms
- Ability to define and track support metrics such as response times, resolution times, and ticket backlog to improve operational performance
- Excellent communication skills with the ability to translate complex technical problems into clear explanations for customers and internal teams
- Strong cross-functional collaboration skills, working effectively with engineering, training, flight test, business development, and manufacturing teams
- Ability to balance hands-on technical work with team leadership and operational process development
- Willingness to travel occasionally to customer sites to support troubleshooting and field issue resolution
Nice To Haves
- FAA Part 107 Remote Pilot Certificate
- Hands-on experience flying FPV drones (manual/acro flight)
- Experience supporting defense, aerospace, robotics, or unmanned systems deployments
- Experience building or scaling customer support teams at startups or high-growth companies
- Experience implementing support tooling such as Zendesk, Jira Service Management, or similar platforms
- Background in RF systems, antennas, and signal troubleshooting
- Hands-on electronics troubleshooting or repair experience (soldering, component replacement, hardware debugging)
- Experience creating technical documentation, troubleshooting guides, and knowledge bases
- Prior experience working directly with operators or end users in demanding field environments
Responsibilities
- Lead a growing team of Mission Support Specialists responsible for troubleshooting hardware and software issues, managing inbound customer requests, and supporting field escalations
- Personally handle complex technical issues and serve as the escalation point for critical customer cases
- Work closely with the Head of Mission Success to establish support tooling, define workflows, implement ticketing and knowledge management systems, and build metrics that help the organization scale effectively
- Help shape how Neros supports customers as our systems scale from early deployments to large-scale field use by ensuring that insights from real-world deployments flow back into product development and operational processes
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
