Product Operations Technical Specialist

Description:

  • Sustain Ghost deployments by supporting customer missions and delivered capabilities.
  • Triage, diagnose, escalate, and root-cause product incidents across the UAS fleet.
  • Drive postmortem actions and track resolution status for incidents.
  • Conduct log reviews, diagnostics, and system management using Linux and command-line tools.
  • Improve fleet observability and health telemetry in partnership with cross-functional teams.
  • Collect, organize, and analyze system failure data to identify trends and support proactive sustainment.
  • Support global customers with proactive communication, incident tracking, mitigation, and resolution updates.
  • Analyze customer feedback to inform capability requirements, product performance indicators, and desired functionality.
  • Bridge understanding between technical and non-technical stakeholders and coordinate across engineering, business, and sustainment functions.
  • Travel as needed to support customer needs and operations.

Requirements:

  • Demonstrated experience as a self-starter who can identify and resolve issues independently.
  • Strong problem-solving ability in unstructured situations at the intersection of hardware, software, and networking.
  • Proven ability to master a technical system and support it in operational environments.
  • High attention to rigor and consistency in executing processes.
  • Comfort navigating ambiguity and creating new ways of working.
  • Excellent written, visual, and verbal communication skills.
  • Eligibility to obtain and maintain a U.S. Secret Security clearance; prior clearances or background investigations are a plus.
  • Experience with observability tools such as Grafana and PagerDuty; Jira exposure is preferred.
  • Experience with Unix-like shells such as Bash or Zsh.
  • Experience with Palantir Foundry to support data-driven decision making is preferred.
  • Experience supporting incident-driven workflows involving analysis, triage, and prioritization.
  • Experience in on-call support operations and limited-risk-tolerance environments.
  • DOD, law enforcement, or other government agency experience is preferred.
  • Willingness to work non-standard hours and weekends as needed.
  • 1+ year of customer or technical support experience focused on final-tier customer concern support.
  • Defense and/or STEM background is preferred.

Benefits:

  • Competitive base salary range of $98,000 to $130,000 USD.
  • Highly competitive equity grants included in the majority of full-time offers.
  • Comprehensive medical, dental, and vision coverage for U.S. roles at little to no cost.
  • Life and disability insurance for all employees.
  • Highly competitive PTO plans, including a holiday hiatus in December.
  • Caregiver and Wellness Leave for family care, bonding with a new baby, or personal medical needs.
  • Free 24/7 mental health resources, including therapy and life coaching, plus legal and financial support services.
  • Annual reimbursement for professional development.
  • Company-funded commuter benefits based on region.
  • Relocation assistance available depending on role eligibility.
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