Customer Assistance: 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
Guided Troubleshooting: 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)
Case Routing and Escalation: 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
Case Documentation: 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
Product Training: Participate in Saronic's internal training programs to develop working knowledge of USV systems, operational procedures, and support protocols
Customer Advocacy: Capture and communicate customer feedback to internal teams. Identify recurring issues and contribute to the development of knowledge base articles and support documentation
Continuous Improvement: Identify patterns in inbound contacts and recommend improvements to support workflows, escalation paths, and self-service resources
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
Physical Demands:
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
Benefits
Medical Insurance: Comprehensive health insurance plans covering a range of servicesSaronic pays 100% of the premium for employees and 80% for dependentsDental and Vision Insurance: Coverage for routine dental check-ups, orthodontics, and vision careSaronic pays 100% of the premium under the basic plan for employees and 80% for dependentsTime Off: Generous PTO and HolidaysParental Leave: Paid maternity and paternity leave to support new parentsCompetitive Salary: Industry-standard salaries with opportunities for performance-based bonusesRetirement Plan: 401(k) plan with company matchStock Options: Equity options to give employees a stake in the company's successLife and Disability Insurance: Basic life insurance and short- and long-term disability coveragePet Insurance: Discounted pet insurance options including 24/7 Telehealth helplineAdditional Perks: Free lunch benefit and unlimited free drinks and snacks in the officeSaronic CCPA Notice for Candidates and California EmployeesThis 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. greenHealth insuranceDental insuranceVision insurance401(k)Paid time offEquity / stock optionsPerformance bonusParental leave
Additional Information
Saronic Technologies is a leader in revolutionizing autonomy at sea, dedicated to developing state-of-the-art solutions that enhance maritime operations through autonomous and intelligent platforms.
Job Overview
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.
Saronic · Austin, TX