Customer Service Manager

A company developing drones and docking stations for applications in defense, infrastructure maintenance, and industrial use leveraging image processing and artificial intelligence on a fully autonomous platform.

The role includes approximately 40% hands-on work alongside managing a team of one local support engineer and four international support engineers. The position requires close collaboration with development and product teams.

Location: Modi’in, near the train station.

Work model: Hybrid, with two days working from home.

Requirements:

• 5 years of experience leading Technical Support operations (not just shift management).
• B.Sc. in Engineering, Computer Science, or a related field; advanced degree preferred.
• Proven experience collaborating with R&D/Product teams to resolve complex technical issues and influence system design.
• Deep understanding of hardware/software system interactions and architecture.
• Strong troubleshooting skills and ability to resolve complex, systemic issues.
• Excellent verbal and written communication skills in English.
• Experience managing and prioritizing high volumes of technical issues across the organization.
• Expertise with CRM and support platforms (e.g., Zendesk, Salesforce, Intercom, Freshdesk).
• Hands-on scripting/programming experience (Python, Bash, etc.) and understanding of support workflows.