Anduril

1 month ago

Head of Customer Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Lead and scale Anduril’s global customer support organization across multiple product lines and geographies. Build and manage Tier 1/2 support, define KPIs, implement systems and playbooks, partner with Product/Engineering, and drive continuous improvement to ensure world-class service and alignment with mission readiness for defense technology customers.

Location: United States

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Direct customer support activities across multiple business lines and product portfolios, including Tier 1 and Tier 2 operations, process development, technical oversight, and budget management.
•Build, scale, and lead a high-performing global customer support organization, including recruitment, training, career development, and performance management to uplevel team capabilities in line with business growth.
•Implement and maintain support systems, tools, and infrastructure including incident and case management platforms, remote troubleshooting capabilities, predictive monitoring and analytics systems, and knowledge management databases.
•Develop and execute customer support strategies that accommodate complex geographical requirements, varying customer SLA commitments, and diverse product technical requirements across hardware and software systems.
•Establish and optimize support processes for root cause analysis, corrective action planning, escalation management, and continuous improvement to drive first-call resolution and customer satisfaction.

Pay and Benefits

Salary: USD 253,000 - 336,000 annually

Key Requirements

•Bachelor's degree in engineering, computer science, business, or related field
•Minimum of 15 years of progressive experience in customer support, technical support, or customer success roles, with at least 8 years in senior leadership positions managing large, distributed teams
•Proven track record of building and scaling customer support organizations in high-growth technology companies
•Deep expertise in customer support operations including Tier 1/Tier 2 support models, SLA management, incident response, remote troubleshooting, predictive analytics, and case management systems
•Excellent leadership, communication, and interpersonal skills with proven ability to influence across organizational boundaries and build strong cross-functional partnerships

Experience:15+ yearsDefenseHardwareSoftware

Education:Bachelor's

Skills:LeadershipCommunicationProblem-solvingCross-functional collaborationStrategic thinking

Languages:English

Tech Stack:ZendeskServiceNowSalesforce Service CloudJIRA Service Management

Eligibility

Security Clearance:US SecretUS Top Secret

Company Brief

Anduril

Designs and builds advanced defense systems combining autonomous aircraft, sensors, and AI-driven software for military and national security applications, focused on modernizing battlefield capabilities and distributed sensing.

Industry: Defense Technology

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: Costa Mesa, United States

Founded: 2017

Website LinkedIn

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Anduril

1 month ago

Head of Customer Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Direct customer support activities across multiple business lines and product portfolios, including Tier 1 and Tier 2 operations, process development, technical oversight, and budget management.
•Build, scale, and lead a high-performing global customer support organization, including recruitment, training, career development, and performance management to uplevel team capabilities in line with business growth.
•Implement and maintain support systems, tools, and infrastructure including incident and case management platforms, remote troubleshooting capabilities, predictive monitoring and analytics systems, and knowledge management databases.
•Develop and execute customer support strategies that accommodate complex geographical requirements, varying customer SLA commitments, and diverse product technical requirements across hardware and software systems.
•Establish and optimize support processes for root cause analysis, corrective action planning, escalation management, and continuous improvement to drive first-call resolution and customer satisfaction.

Pay and Benefits

Salary: USD 253,000 - 336,000 annually

Key Requirements

•Bachelor's degree in engineering, computer science, business, or related field
•Minimum of 15 years of progressive experience in customer support, technical support, or customer success roles, with at least 8 years in senior leadership positions managing large, distributed teams
•Proven track record of building and scaling customer support organizations in high-growth technology companies
•Deep expertise in customer support operations including Tier 1/Tier 2 support models, SLA management, incident response, remote troubleshooting, predictive analytics, and case management systems
•Excellent leadership, communication, and interpersonal skills with proven ability to influence across organizational boundaries and build strong cross-functional partnerships

Experience:15+ yearsDefenseHardwareSoftware

Education:Bachelor's

Skills:LeadershipCommunicationProblem-solvingCross-functional collaborationStrategic thinking

Languages:English

Tech Stack:ZendeskServiceNowSalesforce Service CloudJIRA Service Management

Eligibility

Security Clearance:US SecretUS Top Secret

Company Brief

Anduril

Industry: Defense Technology

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: Costa Mesa, United States

Founded: 2017

Website LinkedIn