Description:

Percepto is the leading provider of autonomous inspection and monitoring solutions that harness robotics, including our market-leading industrial drone-in-a-box solution. Our team consists of software and hardware engineers, industry experts, and professionals passionate about innovation, pushing the boundaries of what’s possible with software, AI, and hardware.

As we continue to scale, we are looking for a Senior Support Manager to bridge the gap between operations, technical support, product, and R&D. This role requires a deep technical understanding of both hardware and software platforms, as well as strong communication skills to provide clear operational insights across teams.

In this role, you will be managing escalations and severities from the field, ensuring timely resolution of critical issues while driving operational excellence. You will also lead highly complex customer support projects that require cross-functional collaboration across multiple units in the organization, such as improving troubleshooting protocols and implementing support tools to enhance efficiency and reliability.

This is a strategic Level 3 leadership role, overseeing complex customer issues, driving proactive support initiatives, and fostering collaboration between cross-functional teams to ensure seamless drone operations worldwide.

• Operational Leadership: Provide overall leadership and strategic direction for the technical support operations, not limited to a single shift, but encompassing all operational aspects. Conduct and lead comprehensive technical sync meetings across all support functions, proactively prioritizing and tracking complex work, and driving organization-wide resolution strategies.
• End-to-End Issue Management: Assume complete ownership and responsibility for managing the entire lifecycle of technical support, ensuring seamless operations, effective problem prevention, and efficient, organization-wide problem resolution.
• Expert-Level Oversight: Provide expert-level oversight and Level 3 support for the most complex and escalated technical issues. Conduct in-depth reviews and analyses of all technical investigations, driving for preventative and systemic solutions.
• Strategic Problem Ownership: Take ownership of the most challenging technical problems reported by customers, triaging them with expert judgment and deep technical skill, and developing comprehensive, long-term resolution plans that improve overall system reliability.
• Comprehensive Analysis and Improvement: Process and analyze all customer inquiries containing complex technical issues and feedback, using this information to drive continuous improvement of systems, processes, and support capabilities.
• Strategic Escalation and Communication: Develop and refine procedures for strategically escalating critical and complex issues to the appropriate internal teams and key stakeholders. Ensure clear, concise, and proactive communication across all departments.
• Knowledge Management and Team Development: Lead the development and maintenance of a comprehensive technical support knowledge base. Mentor and develop the team to achieve and maintain expert-level competency across the entire system operation.
• Organization-Wide SLA Management: Ensure adherence to and improvement of company-wide SLAs, especially for complex technical issues, to ensure the highest level of customer satisfaction and operational efficiency.
• Strategic Customer Engagement: Lead and participate in strategic customer meetings to address complex technical support issues and long-term operational requirements, providing expert guidance and solutions.
• On-Call Leadership: Participate in an on-call rotation for urgent, high-level technical support needs, providing expert-level assistance and strategic operational guidance during off-hours.
• Cross-Functional Operational Collaboration: Collaborate strategically with R&D and product teams to prioritize and drive resolution of the most complex and critical technical issues and provide expert input on system design and operation.
• Detailed Documentation and Operational Reporting: Maintain meticulous records of all failures, maintenance activities, and bugs, contributing to comprehensive technical reports and a robust, operation-wide knowledge base.

• 5+ years of experience as a Technical Support Engineer Lead or in a similar role, with a proven track record in leading overall technical support operations, not just shift management.
• Bachelor's degree in engineering, computer science, or a related field. Advanced degree is strongly preferred, with a focus on operations or systems engineering.
• Collaborate strategically with R&D and product teams to prioritize and drive resolution of the most complex and critical technical issues and provide expert input on system design and operation.Cross-Functional Collaboration: Proven ability to collaborate strategically with R&D and product teams to prioritize and drive resolution of complex technical issues and provide expert input on system design and operation.
• In-depth, expert-level understanding of complex hardware and software platform interactions across the entire system.
• Exceptional troubleshooting and problem-solving skills, with a demonstrated ability to resolve highly complex and systemic technical challenges.
• Excellent English communication skills (both written and oral) for clearly conveying highly technical information to diverse audiences, including executive-level stakeholders.
• Proven ability to effectively manage and prioritize a high volume of complex technical workloads across the entire organization and strategically escalate issues.
• Advanced knowledge and extensive experience with CRMs and ticketing/support systems (e.g., Zendesk, Salesforce, Intercom, Freshdesk) across organizational needs.
• Expertise in scripting (Python, Bash, etc.) and programming, as well as deep understanding of operational workflows and processes.
• Extensive experience with UAV/UAS systems and their overall operation is highly desired and will be given priority.