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# Product Support Manager

- **Company:** Saronic Technologies
- **Location:** San Diego, CA, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Data Logging
- **Published:** May 15, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=5b1522b91401f052

## About the Role

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)

## Description

* 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


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