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Saronic Technologies · 3 months ago

Field Support Representative

Virginia Beach, Virginia

Full-time

Hybrid

Mid Level

3+ years exp

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 Field Support Representative to provide on-site technical support and assistance to our DoD partners and customers, ensuring seamless integration and operation of our autonomous surface vessels.

Artificial Intelligence (AI)ManufacturingMarine TechnologyMilitarySecurity

No H1B

U.S. Citizen Only

Responsibilities

Provide on-site technical support and assistance to partners and customers during product integration, installation, commissioning, and ongoing operations. Troubleshoot and resolve complex technical issues related to our autonomous surface vessels, systems, and software

Collaborate with partners and customers to integrate our autonomous surface vessels into their existing systems and infrastructure. Ensure seamless interoperability and compatibility between our products and their operational environment. Support system-level testing and validation activities

Conduct training sessions and workshops to educate partners and customers on the operation, maintenance, and troubleshooting of our products. Develop training materials, user guides, and technical documentation to facilitate knowledge transfer and best practices

Provide remote technical support to partners and customers, leveraging communication tools and remote access capabilities. Diagnose and troubleshoot issues, guide users through problem resolution, and escalate complex issues to the appropriate teams for further investigation

Participate in field testing and validation activities at partner and customer locations. Collect data, assess performance, and provide feedback to the engineering and design teams. Collaborate with cross-functional teams to address any identified issues and implement necessary improvements

Build strong relationships with partners and customers by delivering exceptional technical support and fostering effective communication. Understand their needs, gather feedback, and advocate for their requirements internally. Act as a technical liaison between partners/customers and Saronic internal teams

Identify opportunities for process improvements and product enhancements based on customer feedback and on-site experiences. Collaborate with internal teams to implement changes and contribute to the ongoing improvement of our products and services

Coordinate travel logistics and scheduling for on-site visits. Ensure timely and efficient travel arrangements, including transportation, accommodation, and necessary equipment

Qualification

Technical supportAutonomous systemsProblem-solvingCustomer relationship managementRemote support toolsCommunication skillsInterpersonal skillsCustomer-oriented mindset

Required

Bachelor's degree in Electrical Engineering, Mechanical Engineering, Computer Science, or a related field

Minimum of 3 years of experience in a field support or customer-facing technical role, preferably with complex hardware or software systems

Strong technical knowledge of autonomous systems, robotics, or marine vessels, including their integration, operation, and troubleshooting

Excellent problem-solving and analytical skills, with a track record of diagnosing and resolving complex technical issues in real-world environments

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

Willingness to travel frequently to partner and customer locations, both domestically and internationally, as required

Familiarity with remote support tools and troubleshooting methodologies

Valid driver's license and willingness to operate company vehicles or rental cars as needed

This role may require flexibility to work during weekends or outside standard business hours to meet project deadlines, respond to urgent needs, or support essential business operations

Preferred

Advanced degree preferred

Benefits

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 Saronic pays 100% of the premium for employees and 80% for dependents

Time Off: Generous PTO and Holidays

Parental Leave: Paid maternity and paternity leave to support new parents

Competitive Salary: Industry-standard salaries with opportunities for performance-based bonuses

Retirement Plan: 401(k) plan

Stock Options: Equity options to give employees a stake in the company’s success

Life and Disability Insurance: Basic life insurance and short- and long-term disability coverage

Additional Perks: Free lunch benefit and unlimited free drinks and snacks in the office

Company

Saronic Technologies

Saronic is building cutting-edge unmanned surface vehicles that enable maritime security and domain awareness by combining best-in-class hardware, software and artificial intelligence into one scalable, fully integrated platform.

Founded in 2022

Austin, Texas, USA

1001-5000 employees