Hidden Level is transforming airspace safety with innovative, scalable drone detection and airspace technology. We provide real-time, actionable data to enhance security across various environments. As we expand, we're looking for a Technical Support Manager to join our Service Operations group. This position will be integral to developing and implementing technical support strategies in support of compliance with Service Level Agreement (SLA) requirements. **Location:** This position is onsite in our East Syracuse, NY office. **Responsibilities:** + Support high availability and reliability of Hidden Level’s Airspace Monitoring Service (AMS) by providing persistent monitoring of operational components. Operational components contributing to service performance include: 1. AMS cloud environment 2. Distributed RF sensor network 3. Communications equipment (E.g., routers, modems) 4. Additional supporting IoT devices (E.g., networked UPS devices, remote relays) + Field and address service performance issues generated by both external customers and internal stakeholders. + Evaluate and implement tools in support of technical support activities. (E.g. ticketing system, customer interface mechanisms). + Work with Development Engineering and Service Engineering groups to support the creation of Tier 1 and Tier 2 technical support guidelines and documentation. + Provide direction and guidance to other technical support members. + Establish and drive adoption of escalation workflows for Tier 3 support needs. + Generate requirements for new or enhanced Health & Integrity Monitoring capabilities to support technical support activities (E.g. sensor health dashboards, or visualizations). + Communicate status of technical support issues impacting customers, to appropriate internal stakeholders including program managers and customer success managers. + Provide recurring feedback to product managers and engineering teams related to technical support trends that may justify service or sensor enhancements. + Own and manage the execution of remote preventative maintenance activities to update component device software, firmware, and associated subscription licenses. + Develop and monitor Key Performance Indicators (KPIs) relent to the performance of technical support operations. **What We’re Looking For:** + A passion for providing top-tier support to end-users. + A proven leader with experience building teams and implementing new capabilities. + A strong communicator with a willingness to advocate for the needs of their team. + An eagerness to learn about new sensors and systems and a drive for continual improvement in their support and maintenance. **Required Qualifications:** + 7+ years progressive customer facing technical support experience with at least 2 years in a leadership or management role. + Bachelor’s degree in a technical field + Demonstrated success in achieving and exceeding SLAs, driving customer satisfaction, and optimizing service delivery within a web services or managed IT environment + Proficiency with remote management and service desk tools and the ability to implement tools in a new organization. + Excellent analytical skills and ability to use data to drive decisions and efficiencies. + Experience troubleshooting devices running Linux-based OS + Strong IP-based networking skills + Familiarity with AWS **Preferred Qualifications:** + Professional certifications such as CompTIA A+, Network **Compensation and Benefits:** Hidden Level offers a competitive salary and a comprehensive benefits package, including health insurance, paid parental leave, flexible time off, 401(k) with employer contributions, life insurance, and disability insurance, and potential stock options. **Salary Range:** The anticipated salary range for this position based out of Syracuse, NY is estimated at $90,000 to $115,000 annually. Please note that the salary information is a general guideline only. Hidden Level considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/ training, key skills as well as market and business considerations when extending an offer. **Equal Opportunity Employer:** Hidden Level is an Equal Opportunity/ Affirmative Action employer. All qualified individuals are encouraged to apply and will be considered for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, age, veteran, disability status, or any other federal, state, or locally protected category. **Security Note:** Due to the nature of Hidden Level’s technology, only U.S. citizens can be considered for this position.