Product Operations Technical Specialist

Description:

• Sustain Ghost deployments by supporting customer missions and delivered capabilities.
• Triage, diagnose, escalate, and root-cause product incidents across the UAS fleet.
• Drive postmortem actions and track resolution status for incidents.
• Conduct log reviews, diagnostics, and system management using Linux and command-line tools.
• Improve fleet observability and health telemetry in partnership with cross-functional teams.
• Collect, organize, and analyze system failure data to identify trends and support proactive sustainment.
• Support global customers with proactive communication, incident tracking, mitigation, and resolution updates.
• Analyze customer feedback to inform capability requirements, product performance indicators, and desired functionality.
• Bridge understanding between technical and non-technical stakeholders and coordinate across engineering, business, and sustainment functions.
• Travel as needed to support customer needs and operations.

Requirements:

• Demonstrated experience as a self-starter who can identify and resolve issues independently.
• Strong problem-solving ability in unstructured situations at the intersection of hardware, software, and networking.
• Proven ability to master a technical system and support it in operational environments.
• High attention to rigor and consistency in executing processes.
• Comfort navigating ambiguity and creating new ways of working.
• Excellent written, visual, and verbal communication skills.
• Eligibility to obtain and maintain a U.S. Secret Security clearance; prior clearances or background investigations are a plus.
• Experience with observability tools such as Grafana and PagerDuty; Jira exposure is preferred.
• Experience with Unix-like shells such as Bash or Zsh.
• Experience with Palantir Foundry to support data-driven decision making is preferred.
• Experience supporting incident-driven workflows involving analysis, triage, and prioritization.
• Experience in on-call support operations and limited-risk-tolerance environments.
• DOD, law enforcement, or other government agency experience is preferred.
• Willingness to work non-standard hours and weekends as needed.
• 1+ year of customer or technical support experience focused on final-tier customer concern support.
• Defense and/or STEM background is preferred.

Benefits:

• Competitive base salary range of $98,000 to $130,000 USD.
• Highly competitive equity grants included in the majority of full-time offers.
• Comprehensive medical, dental, and vision coverage for U.S. roles at little to no cost.
• Life and disability insurance for all employees.
• Highly competitive PTO plans, including a holiday hiatus in December.
• Caregiver and Wellness Leave for family care, bonding with a new baby, or personal medical needs.
• Free 24/7 mental health resources, including therapy and life coaching, plus legal and financial support services.
• Annual reimbursement for professional development.
• Company-funded commuter benefits based on region.
• Relocation assistance available depending on role eligibility.