You will work closely with customers, Field Service Representatives (FSRs), depot teams, and internal software engineers to support system bring-up, diagnose issues, and ensure deployed software performs reliably during real-world missions. You will play a key role in enabling customer success,keeping systems running, restoring capability when issues arise, and translating operational feedback into actionable improvements for Saronic's software teams.

Key responsibilities include:

Mission & Operational Support

• Support customer activities during system activation, operational readiness programs, training events, and live missions
• Participate in system bring-up activities alongside depot teams and Field Service Representatives
• Provide software support during customer operations, both on-site and remotely
• Ensure deployed systems are configured, validated, and mission-ready prior to operational use

Software Troubleshooting & Diagnostics

• Perform remote and on-site troubleshooting of deployed system software, diagnostics, and telemetry
• Analyze logs, system state, and network behavior to identify root causes of software issues
• Support recovery actions including configuration corrections, restarts, updates, or rollbacks as needed
• Escalate complex issues appropriately while minimizing mission impact and operational risk

System Stability & Readiness

• Validate software baselines, configurations, and dependencies for mission use
• Support software updates, patches, and configuration changes in controlled operational environments
• Monitor system health and performance to proactively identify risks to mission execution
• Operate with a strong bias toward safety, stability, and predictability in customer environments

Customer Engagement & Enablement

• Serve as a software-focused technical point of contact for customers during deployments and operations
• Assist operators in understanding system behavior, limitations, and recovery procedures
• Work in secure and controlled environments in accordance with customer and program requirements

Feedback Translation & Internal Collaboration

• Capture and synthesize customer feedback, operational issues, and mission observations
• Develop structured internal updates and reports based on field experience
• Partner with internal software teams to translate operational issues into actionable improvements
• Contribute to continuous improvement of software supportability, usability, and reliability

Documentation & Process Improvement

• Document troubleshooting workflows, common failure modes, and recovery procedures
• Contribute to operational best practices for deployment, support, and sustainment
• Help improve internal readiness, support, and mission execution processes over time

Qualifications

• Strong software engineering background with experience in Python, C++, Rust, or similar languages
• Experience supporting deployed software systems in operational, fielded, or customer-facing environments
• Ability to diagnose and troubleshoot complex systems using logs, telemetry, and diagnostics
• Understanding of networking fundamentals including TCP/IP, UDP, and distributed systems behavior
• Comfortable working across software, hardware, and operational teams
• Willingness to travel up to 50% to Saronic and customer locations
• Ability to obtain and maintain a security clearance

Preferred qualifications include:

• Background in robotics, autonomy, embedded systems, or complex distributed platforms
• Experience supporting systems in maritime, defense, aerospace, or other mission-critical domains
• Familiarity with sensors such as cameras, radar, GPS, and IMUs from an integration or support perspective
• Experience working alongside field service, depot, or sustainment teams
• Strong written and verbal communication skills for customer-facing and internal reporting contexts

Additional Information

This role requires access to export-controlled information or items that require “U.S. Person” status. As defined by U.S. law, individuals who are any one of the following are considered to be a “U.S. Person”: (1) U.S. citizens, (2) legal permanent residents (a.k.a. green card holders), and (3) certain protected classes of asylees and refugees, as defined in 8 U.S.C. 1324b(a)(3).

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