Customer Support Manager, Tier 3

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 Customer 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 the global Tier 3 team, leading 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 Tier 3 leadership role, overseeing complex customer issues, driving proactive support initiatives, and fostering collaboration between cross-functional teams to ensure seamless drone operations worldwide.

Responsibilities:

• Operational Leadership:
  Provide overall leadership and strategic direction for the technical support operations, 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.
• Expert-Level Oversight:
  Provide expert-level oversight and Tier 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.
• Technical Authority & Excellence Lead:
  Serve as the technical authority, primarily by building and maintaining our robust technical knowledge base and cultivating an expert team. You'll leverage analysis of complex customer issues to continuously improve 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• Cross-Functional Operational Collaboration:
  Collaborate with R&D and product teams, acting as the primary liaison for operations to prioritize and drive resolution of the complex and critical technical issues, ensuring operational realities are communicated, deeply understood, and addressed.

Requirements:

• Extensive Operational Experience:
  5+ years of experience as a Technical Support Manager in a similar role, with a proven track record in leading overall technical support operations. Demonstrated experience leading a global Tier 3 support team.
• Advanced Operational Understanding:
  Bachelor's degree in engineering, computer science, or a proven track record of relevant experience.
• Holistic Platform Expertise:
  In-depth, expert-level understanding of complex hardware and software platform interactions across the entire system.
• Strategic Problem-Solving:
  Exceptional troubleshooting and problem-solving skills, with a demonstrated ability to resolve highly complex and systemic technical challenges.
• Executive-Level Communication:
  Excellent English communication skills (both written and oral) for clearly conveying highly technical information to diverse audiences, including executive-level stakeholders.
• Organization-Wide Workload Management:
  Proven ability to effectively manage and prioritize a high volume of complex technical workloads across the entire organization and strategically escalate issues.
• Comprehensive CRM/Ticketing Expertise:
  Advanced knowledge and extensive experience with CRMs and ticketing/support systems (e.g., Zendesk, Salesforce, Intercom, Freshdesk) across organizational needs.
• Advanced Technical and Operational Skills:
  Expertise in scripting (Python, Bash, etc.) and programming, as well as deep understanding of operational workflows and processes.
• UAV/UAS Operational Expertise:
  Extensive experience with UAV/UAS systems and their overall operation is highly desired and will be given priority.