Customer Support Associate

Anduril Industries is a defense technology company with a mission to transform U.S. and allied military capabilities with advanced technology. By bringing the expertise, technology, and business model of the 21st century’s most innovative companies to the defense industry, Anduril is changing how military systems are designed, built and sold. Anduril’s family of systems is powered by Lattice OS, an AI-powered operating system that turns thousands of data streams into a realtime, 3D command and control center. As the world enters an era of strategic competition, Anduril is committed to bringing cutting-edge autonomy, AI, computer vision, sensor fusion, and networking technology to the military in months, not years.

 

ABOUT THE TEAM

The Product Operations team is responsible for maintaining the health of our deployed assets across different products and business lines. Our core functions span everything from issue intake and triage to resolution and optimization. We do this by providing a suite of capabilities including managing customer relationships, fleet observability and monitoring, and data analytics. We work within a broader sustainment ecosystem that includes many functional teams across a business line, including Program Management, Engineering, Mission Operations, and Deployments. This team is a crucial component of ensuring customer and mission success, and plays a critical role in shaping how Anduril continues to execute its mission of providing cutting-edge capabilities to the United States and its allies.

ABOUT THE JOB

We are looking for a Customer Success Associate to join our Help Desk operations and join our rapidly growing team in Costa Mesa, CA. In this role, you will play a key role in supporting our customers and their fielded assets. You should have an aptitude for debugging and an appetite for real-time response, rapid resolution, and root-causing complex issues across multiple platforms and organizations. If you are passionate about ground-breaking technology, contributing to the national security mission, and interacting alongside professionals that span a wide-range of discipline, Anduril is interested in speaking with you.

WHAT YOU’LL DO

• Provide world-class account level and technical support to Anduril’s customers and hardware/software products
• Handle ticket flow and initial triaging through the Service Desk management system
• Support customers in real-time over multiple communication platforms like phone, messaging, and email
• Identify organizational gaps and problems through an intimate, tactical-level understanding of the team’s operations, then build consensus and resources to solve these gaps
• Weaponize the large amounts of data collected to create insights that drive business decisions
• Execute ad hoc projects with internal and cross-functional teams to support critical operational and financial decision making
• Propose process and product improvements based on customer feedback and available metrics/analytics

REQUIRED QUALIFICATIONS

• Daily practice of excellence and rigor - you execute the 100th rep of a process with the same focus and care as the first five reps
• Excellent communication skills, both written and verbal
• Ability to work independently and as part of a team
• Extremely detail oriented with excellent customer service
• Strong aptitude for problem solving in unstructured situations at the interface of hardware, software, and networking. Ability to drive challenging and vague technical problems to clarity and resolution
• Eligible to obtain and maintain an active U.S. Secret security clearance

PREFERRED QUALIFICATIONS

• Experience with ticketing systems and managing a ticket queue
• Experience supporting complex hardware systems, networks, and related technologies
• Experience with on-call support operations and working in limited risk tolerance production environments
• Familiarity with US military, hardware, software interfaces, and product operations are all pluses
• Government agency experience preferred

 

US Salary Range$68,000—$98,000 USD

The salary range for this role is an estimate based on a wide range of compensation factors, inclusive of base salary only. Actual salary offer may vary based on (but not limited to) work experience, education and/or training, critical skills, and/or business considerations. Highly competitive equity grants are included in the majority of full time offers; and are considered part of Anduril's total compensation package. Additionally, Anduril offers top-tier benefits for full-time employees, including: 

Healthcare Benefits 

• US Roles: