Mission Support Representative

Saronic Technologies•Austin, TX

22h•Onsite

About The Position

We are seeking a Mission Support Representative to join our Mission Support team in Austin, Texas. In this role, you will serve as the first point of contact for our customers, providing frontline technical support and general assistance for Saronic’s unmanned surface vehicles (USVs) and associated systems. This is a first shift position with a 7:00 AM start time. Drawing on your technical aptitude and customer service background, you will handle inbound cases across multiple channels, work through guided troubleshooting, and route complex issues to the appropriate engineering or field support teams. You will also participate in internal product training to build deep familiarity with our platforms.

Requirements

2-4 years of experience in a technical support, customer support, or help desk role supporting complex or technical products
Demonstrated ability to troubleshoot technical issues using structured, guided processes, with a willingness to learn new systems and platforms
Experience working in an omni-channel support environment handling phone, email, and chat contacts
Proficiency with CRM or ticketing platforms; Salesforce (SFDC) experience strongly preferred
Strong written and verbal communication skills with the ability to translate technical information for a range of audiences
Organized and detail-oriented, with the ability to manage multiple open cases simultaneously and maintain accurate records
Ability to work effectively in a fast-paced, dynamic environment with evolving products and processes
Genuine curiosity about technology and a strong desire to build product expertise over time
Primarily a desk-based role requiring extended periods of sitting and working at a computer workstation
Occasional hands-on interaction with USV hardware or equipment in the Austin facility for training, diagnostics, or familiarization purposes
Ability to lift up to 20 lbs. on an occasional basis
Ability to work a fixed first shift schedule beginning at 7:00 AM
This role requires access to export-controlled information or items that require “U.S. Person” status. As defined by U.S. law, individuals who are any one of the following are considered to be a “U.S. Person”: (1) U.S. citizens, (2) legal permanent residents (a.k.a. green card holders), and (3) certain protected classes of asylees and refugees, as defined in 8 U.S.C. 1324b(a)(3).

Responsibilities

Serve as the primary point of contact for inbound customer inquiries and support requests via phone, email/ticketing, and chat/Slack.
Deliver timely, professional, and accurate responses to ensure a positive customer experience.
Work customers through structured troubleshooting workflows for hardware, software, and operational issues affecting Saronic USVs and related systems.
Document findings and outcomes in Salesforce (SFDC).
Triage and route inbound cases to the appropriate support tier.
Escalate vessel and mechanical issues to the on-call Field Service Representative (FSR) and software-level issues to the Software Engineering team.
Accurately log all customer interactions, troubleshooting steps, and resolutions in SFDC and internally developed support tools.
Maintain clean case records to support reporting and continuous improvement.
Participate in Saronic’s internal training programs to develop working knowledge of USV systems, operational procedures, and support protocols.
Capture and communicate customer feedback to internal teams.
Identify recurring issues and contribute to the development of knowledge base articles and support documentation.
Identify patterns in inbound contacts and recommend improvements to support workflows, escalation paths, and self-service resources.

Benefits

Medical Insurance: Comprehensive health insurance plans covering a range of services
Saronic pays 100% of the premium for employees and 80% for dependents
Dental and Vision Insurance: Coverage for routine dental check-ups, orthodontics, and vision care
Saronic pays 100% of the premium under the basic plan for employees and 80% for dependents
Time Off: Generous PTO and Holidays
Parental Leave: Paid maternity and paternity leave to support new parents
Competitive Salary: Industry-standard salaries with opportunities for performance-based bonuses
Retirement Plan: 401(k) plan with company match
Stock Options: Equity options to give employees a stake in the company’s success
Life and Disability Insurance: Basic life insurance and short- and long-term disability coverage
Pet Insurance: Discounted pet insurance options including 24/7 Telehealth helpline
Additional Perks: Free lunch benefit and unlimited free drinks and snacks in the office