Job Description

Our client is seeking a Technical Customer Support Manager to lead their global technical support operations. This strategic role blends leadership with deep technical expertise in hardware and software systems. The ideal candidate will manage complex escalations, improve support processes, and drive cross-functional collaboration to ensure operational excellence and exceptional customer experience.

The role involves full ownership of high-impact technical issues, oversight of Level 3 support, and driving proactive support initiatives. You’ll work closely with internal teams, including R&D and product, to improve system reliability and implement scalable solutions.

Responsibilities:

Team Leadership & Management

• Lead global support operations and team performance.
• Drive technical syncs and manage complex escalations (Level 3).

Operational Execution

• Oversee daily shift execution and detailed issue tracking.
• Maintain logs of bugs, failures, and maintenance activities.

Issue & Escalation Ownership

• Manage lifecycle of critical issues across teams and customers.
• Analyze root causes and develop long-term resolutions.
• Communicate clearly across stakeholders and escalate effectively.

Customer & Cross-Team Collaboration

• Ensure SLA adherence and lead customer meetings as a technical expert.
• Partner with R&D/product teams and maintain internal support resources.

Requirements:

• 5+ years in technical support leadership roles.
• Bachelor’s in engineering or similar; Master’s preferred.
• FAA Part 107 license (or ability to obtain in 30 days).
• Strong troubleshooting, escalation, and cross-team collaboration skills.
• Deep understanding of hardware/software system interactions.
• Excellent written and verbal communication.
• Advanced CRM/ticketing tool experience (e.g., Zendesk).
• Scripting skills (Python, Bash); Windows/Linux proficiency.
• Robotics or UAV/UAS experience highly preferred.
• Able to work under pressure and outside standard hours as needed.

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