Technical Support Team Manager - Drone Operations
Core
Manage the end-to-end customer support organization for autonomous inspection drones, overseeing internal Level 3 engineers and an outsourced Level 1/2 team to ensure fleet reliability and customer success.
Role type
Senior IC Technical Support Team Manager
Builds
Autonomous inspection and monitoring solutions using industrial drones
Domain
Robotics / UAV / Industrial Automation
Deliverable
production ML models (via careerplan.io/jobs/44-000-62-F6D-technical-support-team-manager-drone-operations-at-percepto)
Required skills
People management, technical troubleshooting (hardware/software), cross-functional collaboration, KPI/SLA management, automation strategy, Python scripting, knowledge base management
Preferred skills
Experience with Windows/Linux, networking fundamentals, remote diagnostics tools, automation platforms (Zapier, Make), generative AI tools
Technologies
Python, Windows, Linux, Zapier, Make, Torq, ChatGPT, Claude, Gemini
Responsibilities
Manage internal Level 3 team and outsourced Level 1/2 vendor; own support KPIs, SLAs, and ticket workflows; design and manage support automation and AI roadmap; execute quality audit program; act as primary escalation point for critical technical issues; serve as cross-functional interface with Ops, R&D, Product, Commercial, and Safety; manage staffing, on-call coverage, and recruiting for Level 3 team; maintain support knowledgebase and documentation
Seniority
Senior, hands-on IC
