Senior Technical Support Manager: AI-Driven Ops

Percepto

Town of Florida (NY)

On-site

USD 150,000 - 190,000

Full time

8 days ago

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Job summary

Percepto seeks an experienced Support Team Manager to own our end-to-end customer support, combining an outsourced Level 1/2 partner with an internal Level 3 team. You’ll collaborate daily with Field/Ground Ops, Remote Ops, R&D, Product, Commercial, and Safety to keep customers running and fleet flying.

Lead staffing, KPIs, and escalations while shaping the AI-driven support roadmap and automation strategy. Hands-on in critical investigations when needed.

Qualifications

Hands-on technical background across hardware and software.
Willingness to dive into escalated diagnostics and field troubleshooting.
Strong understanding of UAV/drone hardware, onboard software, and cloud platforms.
Experience with automation platforms and AI-assisted workflows.

Responsibilities

Own performance and day-to-day operations across all three support levels.
Own support KPIs, SLAs, and ticket workflows and reporting.
Own the AI roadmap and automation for triage, routing, and deflection.
Design and manage a quality audit program across all levels.
Act as primary escalation point for critical issues and lead complex investigations.
Cross-functional liaison with Ground Ops, Remote Ops, R&D, Product, Commercial, and Safety.
Own staffing, on-call coverage, onboarding, and vendor performance.
Own knowledgebase and training materials across three levels.

Skills

Technical leadership

People management

Python scripting

Windows & Linux

Remote diagnostics

Automation tools

AI tooling

Tools

Zapier

Make

Torq

ChatGPT

AI tooling

Job description

Lead staffing, KPIs, and escalations while shaping the AI-driven support roadmap and automation strategy. Hands-on in critical investigations when needed.

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