Product Operations Associate, Tier 1
About the role
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.
Responsibilities
- Assist in the intake, triage, and resolution of Anduril’s customer issues related to hardware and software products
- Monitor and respond to support tickets in Salesforce Service Desk or similar ticketing systems
- Follow established runbooks and processes to troubleshoot and escalate issues appropriately
- Communicate clearly and professionally with customers and internal teams
- Document and update knowledge base articles and standard operating procedures (SOPs) under guidance
- Collaborate with team members to maintain operational readiness and support 24x7 shift coverage
- Identify recurring issues and suggest opportunities for process improvements
- Participate in training sessions and continuously develop your technical knowledge
Requirements
- Bachelor’s degree or equivalent experience in a related field, or relevant technical certifications
- 2+ years of experience in a 24x7 technical-oriented support, help desk, or customer service environment preferred
- A fundamental understanding of hardware, software, and networking concepts
- Open to working within a 24x7x365 operation and support non-standard, overnight, or weekend shifts
Pay
US Hourly Range: $68,000 - $90,000 USD
Schedule
Entry-level on-site position requiring 24x7x365 operation and support non-standard, overnight, or weekend shifts.