We are looking for a Head of Technical Support who will lead the interface between frontline military crews and our R&D department. This is a strategic leadership role for a professional with strong technical expertise and proven management experience, capable of building an effective support system for mission-critical equipment operating in combat conditions.

This is not an operational engineer role — it is a leadership position for someone who can design processes, manage a team, and influence product quality through structured incident management and systematic feedback loops.

• Build and lead the Technical Support Department (team structure, roles and responsibilities, 24/7 shift planning)
• Manage and scale a team of support engineers: hiring, onboarding, mentoring, performance management
• Implement and monitor SLA, KPI, and incident management standards
• Oversee deep remote diagnostics processes and ensure high-quality incident resolution
• Establish root cause analysis practices (hardware failures, user errors, electronic warfare interference, etc.)
• Own service operations: intake, triage, repair coordination, turnaround time control, and return logistics
• Manage spare parts pool and optimize inventory availability for rapid replacement
• Structure and formalize field feedback into actionable technical tickets for R&D
• Contribute to product backlog prioritization based on recurring field incidents
• Build and maintain a knowledge management system (documentation standards, SOPs, training materials)
• Participate in testing of new hardware and software releases from a serviceability and field-operations perspective
• Provide regular reporting to leadership on support performance, systemic issues, and operational risks

Management Experience:

• Proven experience leading technical teams
• Proven experience building or scaling a technical support or service department
• Strong process management skills (SLA, KPI, incident management frameworks)
• Experience in cross-functional collaboration with R&D, manufacturing, and logistics
• Strong leadership and decision-making skills in high-pressure, high-uncertainty environments

Technical Expertise:

• Solid understanding of radio signal propagation principles, Fresnel zones, and radio horizon
• Knowledge of frequency bands and antenna types
• Understanding of diagnostics for radio-electronic systems
• Experience with configuration tools such as Betaflight, INAV, QGroundControl, or Mission Planner
• Understanding of networking fundamentals (IP, TCP/UDP, ports) and basic Linux terminal skills
• Hands-on experience in technical support or servicing complex hardware systems is a strong advantage