Autonomous Systems Technical Support Specialist

3 weeks ago


Austin, Texas, United States Saronic Full time
About Us

Saronic Technologies is a pioneering leader in revolutionizing defense autonomy at sea, dedicated to developing cutting-edge solutions that enhance maritime operations for the Department of Defense (DoD) through autonomous and intelligent platforms.


We are seeking an Autonomous Systems Technical Support Specialist on our customer service and success team responsible for managing inbound contacts from customers. Day-to-day duties will range from remote troubleshooting, warranty claim processing, parts order placement, coordination of returns and other assistance for our DoD customers. When you can't resolve an issue remotely, you will work closely with our dedicated team of Field Support Representatives to coordinate on site troubleshooting and repairs. Additionally, you will have the opportunity to work directly with product engineering teams on issue resolution.


A strong technical background and experience supporting products and software at scale is ideal.


Key Responsibilities
  • Critical Issue Resolution: Provide timely and effective resolution to critical issues affecting our customers' operations.
  • Remote Troubleshooting: Utilize advanced remote access tools to diagnose and troubleshoot complex technical issues.
  • Coordination of Logistics: Work with internal logistic partners and customers to coordinate service, shipping, parts and supporting items.
  • Process Improvement: Identify opportunities for process improvements and product enhancements based on customer feedback.

Requirements
  • Bachelor's Degree: In a technical field, such as information technology, or a related field.
  • Technical Expertise: Minimum of 3 years of experience in a field support or customer-facing technical support role, preferably with complex hardware, software systems, or propulsion systems.
  • Software Skills: Working knowledge of Salesforce Service Cloud and/or Field Service is strongly preferred.
  • Autonomous Systems Knowledge: Technical knowledge of autonomous systems, robotics, or marine vessels, including their integration, operation, and troubleshooting.

Benefits
  • Competitive Salary: $80,000 - $110,000 per year, depending on experience.
  • Medical Insurance: Comprehensive health insurance plans covering a range of services.
  • Dental and Vision Insurance: Coverage for routine dental check-ups, orthodontics, and vision care.
  • Time Off: Generous PTO and Holidays.
  • Parental Leave: Paid maternity and paternity leave to support new parents.
  • Stock Options: Equity options to give employees a stake in the company's success.


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