Tech Stack

Description

You will lead and manage the team responsible for supporting deployed Neros systems in the field, troubleshooting hardware and software issues, and turning operational feedback into product improvements. You'll establish support tooling, define workflows, and build metrics to scale the organization effectively.

Requirements

• 2+ years of people management experience leading technical or support teams
• 4+ years of experience in technical support, applications engineering, or field support in hardware/robotics/aerospace/defense
• Experience troubleshooting complex hardware and software systems in operational environments
• Familiarity with FPV drone systems (flight controllers, ESCs, radios, video transmitters, batteries, ground stations)
• Experience managing customer support operations including inbound request triage and escalation handling

Responsibilities

• Lead and manage a team of Mission Support Specialists troubleshooting hardware/software issues
• Handle complex technical issues and serve as escalation point for critical customer cases
• Establish support tooling, define workflows, implement ticketing and knowledge management systems
• Build metrics to improve operational performance and scale support organization
• Ensure insights from real-world deployments flow back into product development and operational processes