Field Support Representative

Saronic Technologies is a leader in revolutionizing autonomy at sea, dedicated to developing state-of-the-art solutions that enhance maritime operations through autonomous and intelligent platforms.Job SummaryWe are seeking a Field Support Representative to join our team, specializing in providing on-site technical support and assistance to our DoD partners and customers. This role requires frequent travel to partner and customer locations.ResponsibilitiesOn-Site Technical Support: 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 softwareSystem Integration: 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 activitiesCustomer Training and Documentation: 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 practicesRemote Support and Troubleshooting: 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 investigationField Testing and Validation: 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 improvementsCustomer Relationship Management: 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 teamsContinuous Improvement: 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 servicesTravel Management: Coordinate travel logistics and scheduling for on-site visits. Ensure timely and efficient travel arrangements, including transportation, accommodation, and necessary equipmentQualificationsBachelor's degree in Electrical Engineering, Mechanical Engineering, Computer Science, or a related field. Advanced degree preferredMinimum of 3 years of experience in a field support or customer-facing technical role, preferably with complex hardware or software systemsStrong technical knowledge of autonomous systems, robotics, or marine vessels, including their integration, operation, and troubleshootingExcellent problem-solving and analytical skills, with a track record of diagnosing and resolving complex technical issues in real-world environmentsStrong communication and interpersonal skills, with the ability to effectively communicate technical concepts to both technical and non-technical stakeholdersCustomer-oriented mindset with a passion for delivering exceptional support and building long-term relationships with partners and customersWillingness to travel frequently to partner and customer locations, both domestically and internationally, as requiredFamiliarity with remote support tools and troubleshooting methodologiesValid driver's license and willingness to operate company vehicles or rental cars as neededThis 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. BenefitsMedical Insurance: Comprehensive health insurance plans covering a range of servicesDental and Vision Insurance: Coverage for routine dental check-ups, orthodontics, and vision careSaronic pays 100% of the premium for employees and 80% for dependentsTime Off: Generous PTO and HolidaysParental Leave: Paid maternity and paternity leave to support new parentsCompetitive Salary: Industry-standard salaries with opportunities for performance-based bonusesRetirement Plan: 401(k) planStock Options: Equity options to give employees a stake in the company’s successLife and Disability Insurance: Basic life insurance and short- and long-term disability coverageAdditional Perks: Free lunch benefit and unlimited free drinks and snacks in the office Saronic CCPA Notice for Candidates and California EmployeesIf this role is based in the United States, it requires access to export-controlled information or items that require “U.S. Person” status. As defined by U.S. law, individuals who are any one of the following are considered to be a “U.S. Person”: (1) U.S. citizens, (2) legal permanent residents (a.k.a. green card holders), and (3) certain protected classes of asylees and refugees, as defined in 8 U.S.C. 1324b(a)(3).Saronic does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits. We are also committed to providing