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
Requirements
Required
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
Preferred
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
Physical Demands:
Prolonged periods of sitting at a desk and working on a computer
Occasional standing and walking within the office
Manual dexterity to operate a computer keyboard, mouse, and other office equipment
Visual acuity to read screens, documents, and reports
Occasional reaching, bending, or stooping to access file drawers, cabinets, or office supplies
Lifting and carrying items up to 20 pounds occasionally (e.g., office supplies, packages)
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 EmployeesSaronic does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.Health 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 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.
Saronic · Austin, TX