Head of Customer Support

ABOUT THE TEAM

The duty of this organization is to enable our Customers’ ongoing Mission Readiness. From the moment they say '“go” until the contract is fulfilled. We are only successful when the customer's mission is successful.

Mission Readiness is the post-production shared services organization for Anduril. This team supports the Business Lines and Divisions throughout the lifecycle of their product, from initial sustainment concept through delivery, installation, operation, repair and return. These service offerings also include providing technical publications, training, customer support, connectivity services and other value-added services. To the degree the Business elects, we accept the delegated responsibility for upfront and continued delivery of the committed service solutions. This team endeavors to provide the Business Lines, as our internal customers, shared mission services that are more efficient and cost effective than if they chose to provide them directly. By offering mission support capabilities and capacity that are not “core” to the Business, the Business can focus resources on addressing the next big need while we ensure existing commitments are met.

ABOUT THE JOB

We are looking for a Head of Customer Support to join our rapidly growing team. As Head of Customer Support, you'll be leading the effort to scale and formalize Anduril's customer support operations across all business lines and products. You will lead the development, implementation, and management of comprehensive Tier 1 and Tier 2 support strategies that ensure our customers receive world-class service as we deploy and sustain increasingly complex defense technologies globally. This role involves leading and coordinating with cross-functional teams to deliver exceptional customer experiences across diverse geographies, varying SLA requirements, and multiple product lines. It will require a breadth of understanding of both commercial support best practices and defense/government customer requirements, experience managing complex support operations, and a deep appreciation for both technical excellence and customer satisfaction. This position is pivotal in ensuring Anduril continues to scale our support capabilities to match our rapid growth in customers, products, and operational complexity.

We are a fast-growing company and you will be expected to own material and important projects during your time on the team, which will have a significant impact on the company's trajectory. Anduril fosters a diverse, collaborative culture with plenty of opportunities for ownership and professional growth.

WHAT YOU’LL DO

• 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.
• Collaborate with cross-functional teams, including engineering, product, quality, program management, and field operations, to ensure seamless customer experiences and rapid issue resolution.
• Define and track key performance indicators (KPIs) and metrics to measure support effectiveness, customer satisfaction, and operational efficiency; implement data-driven improvements.
• Partner with Product and Engineering teams to establish feedback loops that translate customer insights and support trends into product improvements and enhanced reliability.
• Develop customer support playbooks, standard operating procedures, and training materials to ensure consistent, high-quality service delivery across all customer touchpoints.
• Influence contract terms, SLA definitions, and support scope during proposal development and contract negotiations to ensure supportability and operational feasibility.
• Build and manage support operations budget, including tooling investments, staffing models, and vendor partnerships to optimize cost efficiency while maintaining service excellence.
• Problem solve and remove obstacles for your team and internal and external partners. Know how to think critically and engage the right teams to help.
• Communicate effectively to keep internal and external teams informed at all times. Use the necessary channels (Slack, email, meetings) to ensure stakeholders understand customer issues, resolution status, and systemic trends.
• Be a team player where no task is too small. Be willing to roll up your sleeves and get the job done. Embrace the startup life.

REQUIRED QUALIFICATIONS

• 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.
• Eligible to obtain and maintain an active U.S. Secret or Top Secret security clearance.

PREFERRED QUALIFICATIONS

• Advanced degree in engineering, computer science, business, or related field
• Experience in aerospace, defense, or hardware/software companies strongly preferred
• Demonstrated experience managing complex, multi-geography support operations with diverse customer segments and varying service level requirements.
• Strong technical acumen with the ability to understand complex hardware and software systems, engage with engineering teams at a technical level, and drive root cause analysis and corrective actions.
• Experience with modern support platforms, tools, and customer portals (e.g., Zendesk, ServiceNow, Salesforce Service Cloud, JIRA Service Management) and data analytics for operational insights
• Strong ability to work in an unstructured, fast-paced environment; startup or high-growth company experience highly preferred.
• Strong outcome orientation with the ability to drive initiatives from inception to implementation and adoption. Willing and able to dive into tactical execution mode when needed to move the effort forward.
• Experience supporting government or DoD customers with understanding of federal acquisition, contracting, and support requirements preferred.