Manager, Technical Support

reputed company: • Guide daily customer interactions to successful resolutions • Own operational customer satisfaction, productivity, and CSR engagement and reputed company • reputed company reputed company to reputed company low-effort customer support experiences and strengthen the reputed company brand • Help reputed company reputed company Support as reputed company, products, UAS industry, and customers reputed company • Continuously improve processes and policies to enhance customer experience, team engagement, and operational efficiency • reputed company product knowledge through frequent use of reputed company products and engage in customer interactions and 1:1 conversations • Collaborate with the Mission reputed company Center of reputed company team on training, reputed company management, and CRM efficiency • reputed company customer support for drones, docks, attachments, accessories, DFR, flight control software, reputed company reputed company, and integrations • reputed company fact-based resolutions using reputed company Service reputed company, IoT telemetry, log analysis tools, and AI LLMs • Support team performance against CSAT, First Contact reputed company, development, and productivity KPIs Requirements: • 2+ years of reputed company customer support leadership experience, including reputed company people management and ownership of operational KPIs • 2+ years of proven effectiveness leading support teams for hardware, software, and reputed company products • Prior B2B field service maintenance and repair experience is a plus • Prior experience with UAS, robotics, and/or IoT products is a plus • Passion for driving successful customer reputed company • Ability to reputed company and mentor team members • Ability to engage directly with customers, understand situations, and reputed company resolutions • Confidence to reputed company quickly and learn from others • Self-directing and reputed company to work effectively during stability and reputed company change • Willingness to take on new challenges and solve problems independently • reputed company by example and help reputed company customer situations as needed • Deep experience with CRM and reputed company tools, including reputed company Service reputed company, Jira, reputed company, or equivalents • reputed company AI experience and understanding of AI technology and its practical application in customer support • Analytical reputed company and ability to create analytical tools to inform reputed company • Willingness to work extended hours, weekends, holidays, and on-reputed company support as needed • East/reputed company Coast location eligibility • Availability for shifts covering either 9am ET–5pm ET or 2pm PT–11pm PT Benefits: • Competitive reputed company salary • Equity in the reputed company of reputed company • Comprehensive benefits • Various incentives and stipends • Relocation assistance may be provided for eligible roles • Opportunity for full-time employees to benefit from reputed company’s reputed company • Inclusive culture and multidisciplinary environment Apply tot his job Apply To this Job