• Continuation of Mission Support Specialist duties in conjunction with Head of Mission Services • Ensure that the Mission Services group manages a quality end to end customer support process using Jira and Netsuite while meeting company SLAs • Act as the main facilitator to transfer Engineer knowledge and documentation required to increase the Mission Services success in resolving customer issues without the need to escalate to the Engineer group • Troubleshoot complex problems using Linux over satellite and cellular communications paths • Develop and use Python scripts and programs for internal projects and monitoring of data and health for ocean-going robots • Responsible for onboarding and training company wide staff with regards to piloting Wave Gliders • Provide in depth technical knowledge and support to Dev Ops and IT groups for piloting software and infrastructure • Partner with other department leads to develop a more integrated and streamlined approach to customer support and escalations • Provide training and answer questions about overall piloting to customer groups as requested by other department trainers • Lead the documentation effort for the Mission Services group • Forecast and manage yearly department budget • Manage groups efforts in assisting QA and Engineering's requests for testing assistance • Manage the Missions Services team's scheduling

- Work daily as Pilot in Charge responsible for data quality assurance, trouble shooting, customer technical support, and mission execution of uncrewed surface vessel - Take responsibility on a weekly rotation as Tier 2 level support to provide piloting backup, technical assistance, and drive customer escalations - Responsible for Mission Planning process including Operational Risk Assessments, drafting of Mission Plans, delegating tasks, and delivery of finalized products to end customer - Ownership of weekly mission tracking meeting, entailing accurate upkeep of planned and on going missions, interfacing with sales engineers and project managers , and keeping accurate details for the Accounting department - Provide training and mentorship for new Mission Support Specialists - Communicate and build effective relationships with departments outside Mission Services - Work with several department heads to supply weekly and monthly reports - Produce guides and troubleshooting documents