About the role
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. 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)