Product Operations Lead, Tier 1 — 24/7 Technical Support

Fairweather, LLC; Costa Mesa (CA); On-site; USD 77,000 - 102,000; Full time

Benefits offered by this job

Healthcare benefits

Retirement savings plan

Professional development

Commuter benefits

Job summary

Anduril Industries in Costa Mesa, CA, is seeking a Product Operations Lead, Tier 1, to pilot our Help Desk operations and support customers across fielded assets. You will own issue resolution spanning multiple software and hardware products, coach teammates, and interact directly with customers to deliver timely technical solutions.

The ideal candidate will debug in real-time, manage on-call aspects, and drive continuous improvements.

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• 2–3 years of experience in an Operations/Support Center or similar operational environment.
• Prior experience supporting complex hardware systems, networks, and related technologies (military assets are a plus).
• Excellent communication skills, both written and verbal.
• Ability to work independently and as part of a team.
• Extremely detail oriented with excellent customer service.
• Must be able to obtain and hold a U.S. Secret security clearance; Holding clearances or Background Investigations in the past a plus.

Responsibilities

• Supervise and mentor Product Operations Associates, ensuring effective performance, adherence to protocols, and professional development
• Manage shift schedules and staffing levels to maintain 24/7 operational readiness
• Develop Tier 1 scoped processes and runbooks
• Create and implement process and product improvements based on customer feedback and available metrics/analytics, utilizing internal monitoring dashboards and alerting software
• Interface directly with Anduril's customers and hardware/software products to provide world-class account level and technical support on complex issues
• Manage ticket flow, triage, and response through Salesforce's Service Desk management system
• Identify and solve persistent problems and reoccurring failures
• Author and issue product-specific knowledge articles and SOPs for end-user triaging

Skills

Communication skills

Independent worker

Team collaboration

Detail oriented

Problem solving

Ability to obtain a US Secret security

Education

Bachelor's degree or equivalent experience

Job description

Anduril Industries in Costa Mesa, CA, is seeking a Product Operations Lead, Tier 1, to pilot our Help Desk operations and support customers across fielded assets. You will own issue resolution spanning multiple software and hardware products, coach teammates, and interact directly with customers to deliver timely technical solutions.

The ideal candidate will debug in real-time, manage on-call aspects, and drive continuous improvements.