Technical Support Team Manager - Drone Operations

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 comprises software and hardware engineers, industry experts, and professionals passionate about innovation and driven to push the boundaries of what's possible with software, AI, and hardware. Our company's growth will not stop anytime soon, and we are looking for great talent like you to join our team!

We are seeking an experienced Support Team Manager to own our full customer support organization: an outsourced team handling Levels 1 and 2, and an internal team of 4 handling Level 3 escalations. This is a high-visibility role that sits at the center of the company. You will work daily with Field/Ground Ops, Remote Ops, R&D, Product, Commercial, and Safety to keep our customers running and our fleet flying. This is an opportunity for an experienced, hands-on people leader who wants ownership over an end-to-end support function and a seat at the table across the business.

This role requires more than people management. You will be expected to stay hands-on and technically credible, able to jump into a hard problem alongside the team rather than only routing it.

• Deep, hands-on technical background across hardware and software, comfortable personally diagnosing complex issues rather than only directing others.

• Willingness and ability to step directly into escalated technical investigations, remote diagnostics, or field level troubleshooting when a case demands it.

• Solid understanding of how UAV/drone hardware, onboard software, and cloud platforms interact end to end.

• Hands-on experience with Windows and Linux operating systems, networking fundamentals, and remote connectivity/troubleshooting tools.

• Proficiency in scripting (Python or similar) to investigate logs, automate diagnostics, or build support tooling.

• Comfortable reading technical documentation, wiring diagrams, and system architecture to guide both the team and cross functional partners.

• Hands-on experience with automation platforms (e.g. Zapier, Make, Torq, or similar) and proven use of generative AI tools (ChatGPT, Claude, Gemini, or similar) to improve support efficiency and quality.