> Markdown version of [/jobs/ext/2617403-technical-support-team-manager-drone-operations](https://www.wearedevelopers.com/jobs/ext/2617403-technical-support-team-manager-drone-operations). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Team Manager - Drone Operations - **Company:** Percepto, Inc. - **Location:** Riviera Beach, FL, United States - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Artificial Intelligence, Linux, Python (Programming Language), Automation of Marketing, Networking Basics, Remote Access Technology, Systems Architecture, Diagnostic Tools, Scripting, Zapier, GPT - **Published:** August 3, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=0c7b19ae3ec55869 ## About the Role This role requires more than people management. You will be expected to stay hands-on and technically credible, able to jump into a hard problem alongside the team rather than only routing it. * Deep, hands-on technical background across hardware and software, comfortable personally diagnosing complex issues rather than only directing others. * Willingness and ability to step directly into escalated technical investigations, remote diagnostics, or field level troubleshooting when a case demands it. * Solid understanding of how UAV/drone hardware, onboard software, and cloud platforms interact end to end. * Hands-on experience with Windows and Linux operating systems, networking fundamentals, and remote connectivity/troubleshooting tools. * Proficiency in scripting (Python or similar) to investigate logs, automate diagnostics, or build support tooling. * Comfortable reading technical documentation, wiring diagrams, and system architecture to guide both the team and cross functional partners. * Hands-on experience with automation platforms (e.g. Zapier, Make, Torq, or similar) and proven use of generative AI tools (ChatGPT, Claude, Gemini, or similar) to improve support efficiency and quality. ## Description We are seeking an experienced Support Team Manager to own our full customer support organization: an outsourced team handling Levels 1 and 2, and an internal team of 4 handling Level 3 escalations. This is a high-visibility role that sits at the center of the company. You will work daily with Field/Ground Ops, Remote Ops, R&D, Product, Commercial, and Safety to keep our customers running and our fleet flying. This is an opportunity for an experienced, hands-on people leader who wants ownership over an end-to-end support function and a seat at the table across the business., * Own performance and day-to-day operations across all three support levels: manage the 4 direct reports on the Level 3 team directly, and hold the outsourced partner accountable for Levels 1 and 2. * Own support KPIs, SLAs, and ticket workflows/escalation paths across all levels, and report on performance and trends to leadership on a regular cadence. * Own the Support automation and AI roadmap, turning operational pain points into AI-assisted workflows for triage, routing, and deflection. * Design and manage a quality audit program across all three levels, holding the outsourced partner accountable to agreed quality benchmarks. * Act as the primary escalation point for critical or high visibility customer issues, personally getting hands-on with complex technical investigations when a case demands it. * Serve as the key cross-functional interface: Ground Ops and Remote Ops on field readiness and on-site or remote incidents, R&D and Product on fixes and roadmap input, Commercial on renewal-critical accounts, and Safety on flight-safety and regulatory matters. * Own staffing, on-call coverage, and recruiting/onboarding for the Level 3 team, and manage the ongoing relationship and contract performance of the outsourced Level 1/2 vendor. * Own the support knowledgebase and documentation strategy, keeping guides and training materials current across all three levels. ## Related Videos - [HR ROBO SAPIENS: Decoding AI Agents and Workflow Automation for Modern Recruitment](https://www.wearedevelopers.com/videos/1470-hr-robo-sapiens-decoding-ai-agents-and-workflow-automation-for-modern-recruitment) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [ Evaluating AI models for code comprehension](https://www.wearedevelopers.com/videos/1462-evaluating-ai-models-for-code-comprehension) - [Reality and Beyond: Coding a Drone Using {Unity 3D .NET} and ChatGPT AI!](https://www.wearedevelopers.com/videos/702-reality-and-beyond-coding-a-drone-using-unity-3d-net-and-chatgpt-ai) - [Create a Programmatic SEO Project Using Next.js and Static Site Generation](https://www.wearedevelopers.com/videos/449-create-a-programmatic-seo-project-using-next-js-and-static-site-generation) - [Docker exec without Docker](https://www.wearedevelopers.com/videos/1094-docker-exec-without-docker) ## Related Articles - [Should Tech Managers Be Developers First? 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