Serve as the first point of contact for customers, triage and troubleshoot proprietary laser-weeding equipment and systems, gather diagnostic information, manage tickets, and meet response expectations. Support field engineers and sales personnel, create documentation and knowledge-base materials, participate in an on-call rotation, and occasionally travel. The role requires customer-facing support experience, strong communication and relationship-management skills, ability to follow complex instructions, and hands-on troubleshooting in Linux environments.

Lead strategy and execution for remote autonomous operations, building and scaling Remote Operations Control Centers (ROCCs). Define intervention protocols, staffing, KPIs, tooling, and escalation pathways. Partner with engineering and field teams to reduce human interventions, improve uptime, and translate operational insights into autonomy improvements. Hire, train, schedule, and manage operator performance while driving process automation and continuous operational optimization.