Product Support Manager
About The Position
We are seeking a Product Support Manager to develop and lead our product support infrastructure Saronic’s 150+ ft. Marauder platform. In this role, you will contribute to the development of systems and teams that ensure mission-critical hardware and software function reliably in the field - providing real-time assistance, spare part coordination, and long-term sustainment planning for customers. This role is ideal for a support leader with experience in complex technical products, military customer engagement, and the design of scalable support processes in an early-stage environment.
Requirements
- 8+ years of experience in technical support, field service, or product sustainment leadership
- Deep understanding of service workflows, ticketing systems, and technical documentation
- Strong communication skills and experience supporting government or defense customers
- U.S. Person status required due to access to export-controlled information
Nice To Haves
- Background in unmanned systems, defense platforms, or autonomous technology
- Familiarity with ILS (Integrated Logistics Support), depot planning, or mission-critical field deployments
- Experience standing up support organizations in fast-scaling hardware companies
Responsibilities
- Build and manage the frontline support organization responsible for triaging issues, logging field reports, and providing customer assistance
- Contribute to development of product support materials including manuals, training documents, and troubleshooting guides
- Define escalation procedures and service level expectations for mission-critical deployments
- Collaborate with engineering and depot teams to identify reliability issues and drive corrective action
- Track and report metrics on issue volume, response time, platform uptime, and fielded system health
- Oversee spare parts fulfillment, RMA workflows, and replacement strategies in collaboration with supply chain
- Lead support readiness reviews and customer enablement for new platform deliveries
- Coordinate with mission operations and sales teams to ensure customer satisfaction and feedback loops
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)
- Generous PTO and Holidays
- Paid maternity and paternity leave
- Competitive Salary with opportunities for performance-based bonuses
- 401(k) plan with company match
- Equity options
- Basic life insurance and short- and long-term disability coverage
- Discounted pet insurance options including 24/7 Telehealth helpline
- Free lunch benefit
- Unlimited free drinks and snacks in the office
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
