Technical Support Team Manager - Drone Operations

About Percepto

Physical AI for Mission Critical Operations.

Percepto is the Physical AI platform for continuous infrastructure visibility. Our mission is to give asset operators one certainty: nothing changes without them knowing first.

We orchestrate autonomous and remote data capture across drones, sensors and other systems into one continuously verified, always-current picture of every asset an operator is accountable for. Periodic inspections force operators to assume everything is fine; continuous visibility replaces assumption with certainty.

Our solutions:

•   Axion – the Physical AI platform: a continuously verified model of every asset, the AI and the workflow. 

•   AIM – the autonomous mission control for every Percepto and third party drone and docking station.

•   Ranger – the autonomous capture layer that keeps AIM's picture current without sending people into the field.

•   Harbor – the autonomous station that lets Ranger fly continuously with no one on site.

Percepto holds a nationwide FAA Beyond Visual Line of Sight (BVLOS) waiver, supports EPA-aligned methane inspection workflows, and is trusted by Fortune 500 energy operators across oil and gas, electric utilities, solar and heavy industry.

Percepto is consolidating its engineering, manufacturing, assembly and remote operations center in the United States: built for American infrastructure, and increasingly built here. This role sits at the center of how we tell that story to the US market.

We are seeking an experienced Support Team Manager to own our full customer support organization: an outsourced team handling Levels 1 and 2, and an internal team of 4 handling Level 3 escalations. This is a high-visibility role that sits at the center of the company. You will work daily with Field/Ground Ops, Remote Ops, R&D, Product, Commercial, and Safety to keep our customers running and our fleet flying. This is an opportunity for an experienced, hands-on people leader who wants ownership over an end-to-end support function and a seat at the table across the business.

•   Own performance and day-to-day operations across all three support levels: manage the 4 direct reports on the Level 3 team directly, and hold the outsourced partner accountable for Levels 1 and 2.

•   Own support KPIs, SLAs, and ticket workflows/escalation paths across all levels, and report on performance and trends to leadership on a regular cadence.

•   Own the Support automation and AI roadmap, turning operational pain points into AI-assisted workflows for triage, routing, and deflection.

•   Design and manage a quality audit program across all three levels, holding the outsourced partner accountable to agreed quality benchmarks.

•   Act as the primary escalation point for critical or high visibility customer issues, personally getting hands-on with complex technical investigations when a case demands it.

•   Serve as the key cross-functional interface: Ground Ops and Remote Ops on field readiness and on-site or remote incidents, R&D and Product on fixes and roadmap input, Commercial on renewal-critical accounts, and Safety on flight-safety and regulatory matters.

•   Own staffing, on-call coverage, and recruiting/onboarding for the Level 3 team, and manage the ongoing relationship and contract performance of the outsourced Level 1/2 vendor.

•   Own the support knowledgebase and documentation strategy, keeping guides and training materials current across all three levels.

This role requires more than people management. You will be expected to stay hands-on and technically credible, able to jump into a hard problem alongside the team rather than only routing it.

•   Deep, hands-on technical background across hardware and software, comfortable personally diagnosing complex issues rather than only directing others.

•   Willingness and ability to step directly into escalated technical investigations, remote diagnostics, or field level troubleshooting when a case demands it.

•   Solid understanding of how UAV/drone hardware, onboard software, and cloud platforms interact end to end.

•   Hands-on experience with Windows and Linux operating systems, networking fundamentals, and remote connectivity/troubleshooting tools.

•   Proficiency in scripting (Python or similar) to investigate logs, automate diagnostics, or build support tooling.

•   Comfortable reading technical documentation, wiring diagrams, and system architecture to guide both the team and cross functional partners.

•   Hands-on experience with automation platforms (e.g. Zapier, Make, Torq, or similar) and proven use of generative AI tools (ChatGPT, Claude, Gemini, or similar) to improve support efficiency and quality.

•   5 to 7 years of experience in technical support, including 2+ years managing people (leads or engineers).

•   Experience managing multi level support organizations; experience overseeing an outsourced or vendor managed team is a strong plus.

•   Bachelor's degree in engineering, computer science, or a related field.

•   Proven ability to work cross functionally with Field Ops, Remote Ops, R&D, Product, Commercial, and Safety, and to influence without direct authority.

•   Strong data driven mindset, comfortable owning KPIs/SLAs, building reports, and using metrics to drive decisions.

•   Exceptional English communication skills, written and oral, with experience presenting to leadership.

•   Strong familiarity with CRMs and ticketing/support systems (Zendesk, Salesforce, Intercom, Freshdesk).

•   Experience with UAV/UAS systems, nice to have.

•   Experience designing quality audit programs or support performance scorecards, nice to have.

•   Willingness to participate in and manage an on-call rotation as needed.

Why join Percepto

•   Shape the voice of a Physical AI company as it builds its future in the US.

•   Work on technology that keeps critical energy infrastructure safer and more reliable, and takes people out of harm's way.

•   Tell the story of a platform with real proof behind it: a nationwide FAA BVLOS waiver and Fortune 500 customers.

•   High ownership and visibility, working directly with the CMO and executive team.

•   Compensation: base salary range of [add range] plus [equity / bonus / benefits].

Equal opportunity

Percepto is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected characteristic.