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.

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

Qualifications

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 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

Time Off: Generous PTO and Holidays

Parental Leave: Paid maternity and paternity leave to support new parents

Competitive Salary: Industry-standard salaries with opportunities for performance-based bonuses

Retirement Plan: 401(k) plan with company match

Stock Options: Equity options to give employees a stake in the company’s success

Life and Disability Insurance: Basic life insurance and short- and long-term disability coverage

Pet Insurance: Discounted pet insurance options including 24/7 Telehealth helpline

Additional Perks: Free lunch benefit and unlimited free drinks and snacks in the office

Saronic CCPA Notice for Candidates and California Employees

This 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. green card holders), and (3) certain protected classes of asylees and refugees, as defined in 8 U.S.C. 1324b(a)(3).

Saronic 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.