Mission Support Specialist

Neros Technologies•Torrance, CA

6d•Hybrid

About The Position

As a Mission Support Specialist at Neros, your mission is to ensure the reliability, performance, and mission readiness of Neros drone systems. You will serve as the technical bridge between our products, customers, engineering, manufacturing, and business development teams by driving rapid issue resolution, providing technical support, and translating operational feedback into product improvements. You will document, research, and respond to technical requests from customers, prospective clients, and partners, providing remote and onsite support as needed. This role requires identifying, triaging, escalating, and managing technical issues while partnering with cross-functional teams to implement corrective actions, improve system performance, and enhance mission effectiveness. You will conduct failure analyses, determine root causes, identify trends across deployed systems, and capture field insights to drive continuous product improvements. As a subject matter expert on FPV systems, you will support customer-facing demonstrations, advise internal stakeholders on technical matters, assist the business development team, and occasionally represent Neros in front of customers and partners. You will also create and maintain user manuals, troubleshooting guides, and technical documentation to improve product support, operational efficiency, and customer success. Success in this role requires exceptional technical problem-solving skills, strong communication, a sense of ownership, and the ability to thrive in a fast-paced environment.

Requirements

2–3 years of experience in a technical support, mission support, or field operations role within the drone, robotics, aerospace, or defense industry.
2–3 years of experience using Zendesk or similar customer support and ticketing platforms to manage technical issues and customer communications.
Strong knowledge of FPV drone systems, including flight controllers, ESCs, motors, firmware, radio control systems, video transmission, batteries, and ground control equipment.
Hands-on experience configuring, tuning, and troubleshooting FPV platforms using tools such as Betaflight, INAV, ArduPilot, PX4, or similar software.
Demonstrated proficiency flying and maintaining FPV drones, including manual (Acro) flight.
Excellent verbal and written communication skills with the ability to explain complex technical concepts to customers, operators, and cross-functional teams.
Strong analytical and troubleshooting skills, with the ability to identify root causes, prioritize issues, and drive timely resolution.
Self-motivated, adaptable, and customer-focused, with a willingness to travel, support field operations, and take ownership in a fast-paced environment.

Nice To Haves

FAA Part 107 Remote Pilot Certificate strongly preferred, with practical experience operating UAS in testing, training, or customer-facing environments.
Experience providing technical support for hardware, robotics, UAS, or other complex technical systems.
Proficiency with customer support and collaboration tools such as Zendesk, Signal, and Microsoft 365.
Background in FPV drone racing, cinematic FPV, military UAS operations, or other high-performance FPV applications.
Working knowledge of RF systems, including antennas, signal propagation, and wireless communication basics.
Hands-on electronics experience, including soldering, wiring, and basic hardware repair.
Experience creating technical documentation, including user guides, troubleshooting procedures, knowledge base articles, and standard operating procedures.

Responsibilities

Serve as the technical bridge between products, customers, engineering, manufacturing, and business development teams.
Drive rapid issue resolution and provide technical support.
Translate operational feedback into product improvements.
Document, research, and respond to technical requests from customers, prospective clients, and partners.
Provide remote and onsite support as needed.
Identify, triage, escalate, and manage technical issues.
Partner with cross-functional teams to implement corrective actions, improve system performance, and enhance mission effectiveness.
Conduct failure analyses and determine root causes.
Identify trends across deployed systems and capture field insights to drive continuous product improvements.
Support customer-facing demonstrations as a subject matter expert on FPV systems.
Advise internal stakeholders on technical matters.
Assist the business development team.
Occasionally represent Neros in front of customers and partners.
Create and maintain user manuals, troubleshooting guides, and technical documentation.