Lead and operate the end-to-end customer support organization for drone systems, managing Level 3 engineers and an outsourced Level 1/2 partner. Own KPIs, SLAs, escalations, support automation/AI roadmap, quality audits, staffing, on-call coverage, vendor contracts, and knowledgebase documentation. Act as primary escalation for critical technical incidents and collaborate cross-functionally with Field Ops, R&D, Product, Commercial, and Safety.