Customer Support Representative, Saronic
+ Stock Options
Less than 25% travel
Unmanned vehicles for maritime security
Open for applications
Unmanned vehicles for maritime security
21-100 employees
Open for applications
+ Stock Options
Less than 25% travel
21-100 employees
Company mission
To redefine maritime superiority.
Role
Who you are
- A strong technical background and experience supporting products and software at scale is ideal
- Bachelor's degree or equivalent experience in a technical field, maritime, or information technology
- 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
- Working knowledge of Salesforce Service Cloud and/or Field Service is strongly preferred
- Technical knowledge of autonomous systems, robotics, or marine vessels, including their integration, operation, and troubleshooting
- Previous experience supporting the DoD or government customers is desired but not required
- Strong communication and interpersonal skills, with the ability to effectively communicate technical concepts to both technical and non-technical stakeholders
- Customer-oriented mindset with a passion for delivering exceptional support and building long-term relationships with partners and customers
- Ability to work non-standard hours or on call with notice to support customer and business needs
- Candidates with cross-functional skills, including ITIL, Six Sigma, PMP, or CompTIA, NMEA, or other maritime certifications, are ideal
What the job involves
- Saronic Technologies is a leader in revolutionizing defense autonomy at sea, dedicated to developing state-of-the-art solutions that enhance maritime operations for the Department of Defense (DoD) through autonomous and intelligent platforms
- We are seeking a Customer Support Representative 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
- Customer Relationship Management: Build relationships and act as the primary point of contact for general inquiries, warranty claims and inbound support contacts to Saronic. You and your team will create, manage and take action on cases to ensure customer needs are supported
- Remote Support and Troubleshooting: Provide the first line of remote technical support to partners and customers, leveraging communication tools and remote access capabilities. You and your team will diagnose, troubleshoot and document issues, guide users through problem resolution, escalate complex issues, and coordinate advanced troubleshooting/on-site repairs with Field Support Representatives
- Coordination of Logistics: Work with internal logistic partners and customers to coordinate service, shipping, parts and supporting items
- Continuous Improvement: Identify opportunities for process improvements and product enhancements based on customer feedback. Collaborate with internal teams to implement changes and contribute to the ongoing improvement of our products and services
- Customer Advocacy: Act as the voice of the customer in the company, ensuring that customer needs and feedback are heard and addressed in strategic planning and product development
- Occasional travel with notice may be required to augment field services or other business requirements; less than 25%
- This role may require flexibility to work on weekends or outside standard business hours to meet project deadlines, respond to urgent needs, or support critical business operations
- Saronic is a rapidly growing startup and you should be comfortable wearing multiple hats to support our mission
Our take
Unmanned surface vehicles (USVs) are vehicles which operate at the surface of the water without a crew and can be used in oceanography and environmental monitoring, as well as for cargo transport or military applications. Saronic is a company developing USVs to have enhanced awareness and improved survivability, to be employed in maritime security.
Saronic's vehicles are designed to be smarter than previous models, with capabilities including adaptive path planning, multichannel communication, and the ability to better identify and track targets through a combination of passive sensors and advanced algorithms. The company has raised significant funding that will be used to accelerate R&D as it expands manufacturing capacity in anticipation of demand for rapid production in the future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (2 rounds)
Jul 2024
$175m
SERIES B
Oct 2023
$55m
SERIES A
Total funding: $230m
Company HQ
South Manchaca, Austin, TX
Articles
Leadership
Dino Mavrookas
(Co-Founder & CEO)Board Member of the Navy SEAL Foundation, and former Entrepreneur In Residence at 8VC. Spent 11 years as a Chief Petty Officer in the US Navy, from 2004 to 2015.
Rob Lehman
(Co-Founder & CCO)Founder of 9 Line Solutions, who is also a Communications Officer in the US Marine Corps. Previously the Chair and CEO of Temeku Technologies.
Vibhav Altekar
(Co-Founder)Former Advisor and Angel Investor for Standard Metrics and Chef Robotics. Spent 4 years working in Machine Learning at Anduril Industries.
Doug Lambert
(Co-Founder)Former VP of Engineering at Terradepth. Before that, worked at Liquid Robotics for a total 8 years, ultimately as Head of Engineering.
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