Mission Support Representative

Benefits

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Family-building benefits

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Mental health support

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Relocation assistance

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Childcare support

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Salary

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401(k) match

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Schedule

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Weekend work

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Application

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Deadline

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About this role

Mission Support Representative Austin, TX, Austin, Texas, United States Saronic Technologies is a leader in revolutionizing autonomy at sea, dedicated to developing state-of-the-art solutions that enhance maritime operations through autonomous and intelligent platforms. Job Overview We are seeking a Mission Support Representative to join our Mission Support team in Austin, Texas. In this role, you will serve as the first point of contact for our customers, providing frontline technical support and general assistance for Saronic's unmanned surface vehicles (USVs) and associated systems. This is a first shift position with a 7:00 AM start time. Drawing on your technical aptitude and customer service background, you will handle inbound cases across multiple channels, work through guided troubleshooting, and route complex issues to the appropriate engineering or field support teams. You will also participate in internal product training to build deep familiarity with our platforms. Responsibilities - Customer Assistance: Serve as the primary point of contact for inbound customer inquiries and support requests via phone, email/ticketing, and chat/Slack. Deliver timely, professional, and accurate responses to ensure a positive customer experience - Guided Troubleshooting: Work customers through structured troubleshooting workflows for hardware, software, and operational issues affecting Saronic USVs and related systems. Document findings and outcomes in Salesforce (SFDC) - Case Routing and Escalation: Triage and route inbound cases to the appropriate support tier. Escalate vessel and mechanical issues to the on-call Field Service Representative (FSR) and software-level issues to the Software Engineering team - Case Documentation: Accurately log all customer interactions, troubleshooting steps,

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