Drone Support Team Lead - AI-Driven Ops

Percepto - Autonomous Drones; Town of Florida (NY); On-site; USD 120,000 - 170,000; Full time

Job summary

Percepto is seeking an experienced Support Team Manager to own our full customer support organization for drone operations, including an outsourced Level 1/2 team and an internal Level 3 team. This high-visibility role collaborates with Field Ops, Remote Ops, R&D, Product, Commercial, and Safety to keep customers running and fleets flying.

You will lead with hands-on credibility, drive KPIs and quality audits, architect AI-assisted workflows, and ensure robust escalation processes while aligning

Qualifications

• Hands-on technical background across hardware and software.
• Willingness to dive into escalated technical investigations and field troubleshooting.
• Solid understanding of UAV/drone hardware, onboard software, and cloud interactions.
• Experience with Windows and Linux, networking basics, and remote connectivity tools.
• Proficiency in scripting to investigate logs and automate diagnostics.
• Ability to read technical docs, wiring diagrams, and system architecture.

Responsibilities

• Own performance and day-to-day operations across all three support levels, including Level 3 team and outsourced Level 1/2.
• Manage support KPIs, SLAs, ticket workflows, and escalations; report trends to leadership.
• Own the AI roadmap for support automation and triage workflows.
• Design and manage a quality audit program across all levels; ensure quality benchmarks.
• Act as primary escalation point for critical or high-visibility issues; perform hands-on investigations as needed.
• Serve as cross-functional interface with Ground Ops, Remote Ops, R&D, Product, Commercial, and Safety.
• Oversee staffing, on-call coverage, onboarding, and vendor performance for support teams.
• Maintain and evolve the knowledgebase and training materials.

Skills

Hardware & Software

Technical troubleshooting

Scripting (Python)

Windows & Linux

Networking fundamentals

Remote diagnostics

Automation tools

AI tooling

Tools

Zapier

Make

Torq

ChatGPT

Claude

Gemini

Job description

Percepto is seeking an experienced Support Team Manager to own our full customer support organization for drone operations, including an outsourced Level 1/2 team and an internal Level 3 team. This high-visibility role collaborates with Field Ops, Remote Ops, R&D, Product, Commercial, and Safety to keep customers running and fleets flying.

You will lead with hands-on credibility, drive KPIs and quality audits, architect AI-assisted workflows, and ensure robust escalation processes while aligning