Product Support Manager

• 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

Do you have experience in Technical documentation?, 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, * 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)

Pulled from the full job description

• Pet insurance
• Paid parental leave
• Food provided
• Parental leave
• Health insurance
• 401(k) matching
• Paid time off, 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

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.