Product Support Manager

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 OverviewWe 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.ResponsibilitiesBuild and manage the frontline support organization responsible for triaging issues, logging field reports, and providing customer assistanceContribute to development of product support materials including manuals, training documents, and troubleshooting guidesDefine escalation procedures and service level expectations for mission-critical deploymentsCollaborate with engineering and depot teams to identify reliability issues and drive corrective actionTrack and report metrics on issue volume, response time, platform uptime, and fielded system healthOversee spare parts fulfillment, RMA workflows, and replacement strategies in collaboration with supply chainLead support readiness reviews and customer enablement for new platform deliveriesCoordinate with mission operations and sales teams to ensure customer satisfaction and feedback loopsQualificationsRequired8+ years of experience in technical support, field service, or product sustainment leadershipDeep understanding of service workflows, ticketing systems, and technical documentationStrong communication skills and experience supporting government or defense customersPreferredBackground in unmanned systems, defense platforms, or autonomous technologyFamiliarity with ILS (Integrated Logistics Support), depot planning, or mission-critical field deploymentsExperience standing up support organizations in fast-scaling hardware companiesPhysical Demands:Prolonged periods of sitting at a desk and working on a computerOccasional standing and walking within the officeManual dexterity to operate a computer keyboard, mouse, and other office equipmentVisual acuity to read screens, documents, and reportsOccasional reaching, bending, or stooping to access file drawers, cabinets, or office suppliesLifting and carrying items up to 20 pounds occasionally (e.g., office supplies, packages)Benefits:Medical Insurance: Comprehensive health insurance plans covering a range of servicesSaronic pays 100% of the premium for employees and 80% for dependentsDental and Vision Insurance: Coverage for routine dental check-ups, orthodontics, and vision careSaronic pays 100% of the premium under the basic plan for employees and 80% for dependentsTime Off: Generous PTO and HolidaysParental Leave: Paid maternity and paternity leave to support new parentsCompetitive Salary: Industry-standard salaries with opportunities for performance-based bonusesRetirement Plan: 401(k) plan with company matchStock Options: Equity options to give employees a stake in the company’s successLife and Disability Insurance: Basic life insurance and short- and long-term disability coveragePet Insurance: Discounted pet insurance options including 24/7 Telehealth helplineAdditional Perks: Free lunch benefit and unlimited free drinks and snacks in the officeSaronic CCPA Notice for Candidates and California EmployeesThis 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.