ABOUT THE JOBWe are looking for a Product Operations Lead to own support delivery for Anduril's Department of Homeland Security accounts, principally U.S. Customs and Border Protection (CBP) and the U.S. Coast Guard (USCG). You will manage and mentor a team of Product Operations Technical Specialists while carrying the same technical scope they work daily, setting the standard for how incidents are triaged, root caused, and contained across complex electromechanical systems. You will pair that technical fluency with strong leadership instincts to drive fleet reliability, customer satisfaction, and operational excellence across CBP and USCG deployments, and you should bring an aptitude for debugging and an appetite for real-time response across multiple platforms and organizations. If you are passionate about ground-breaking technology, contributing to the national security mission, and leading a high-performing team at the intersection of technology and sustainment operations, Anduril is interested in speaking with you.
WHAT YOU'LL DO- Lead the Team: Manage and mentor a team of Product Operations Technical Specialists, owning performance, coaching, and professional development, and set the standard for how the team triages, diagnoses, and resolves incidents.
- Own the Escalation Path: Serve as the escalation point for issues across the DHS accounts, providing expert guidance on the most complex incidents.
- Maintain Operational Readiness: Manage staffing levels and on-call rotations so coverage holds across the DHS accounts.
- Own the Customer Relationship: Act as the point of contact for CBP and USCG product operations, running proactive communications, status briefings, and detail-oriented execution, and coordinating across internal teams to resolve cross-functional issues.
- Sustain the Fleet: Combine an understanding of DHS customers' missions with deep familiarity of our products and system integrations to keep deployed assets healthy, proactively identifying risks to fleet reliability and customer satisfaction.
- Resolve Incidents: Triage, diagnose, and root cause product incidents, managing the ticket queue from intake to closure, and drive postmortem actions including providing status visibility through resolution.
- Improve Observability and Process: Consistently assess and improve the quality of the fleet's observability and telemetry in partnership with product teams, and propose process and product improvements based on customer feedback and available metrics/analytics.
- Maintain Hardware: Perform maintenance on Anduril hardware through the use of Linux command line tools and workflows.
- Build the Playbook: Author and issue product-specific knowledge base articles and standard operating procedures (SOPs) for end-user triaging.
REQUIRED QUALIFICATIONS- Proven Technical Experience: 4+ years of experience in product operations, technical support, or a similar operational environment, including hands-on support of complex hardware systems, networks, and related technologies.
- Education: Bachelor's degree in engineering, computer science, business administration, or a related field, OR equivalent hands-on technical experience (military, industrial, or field support).
- Leadership & Mentorship: Demonstrated experience managing, coaching, or mentoring technical team members, with a focus on professional development and operational excellence.
- Problem-Solving Mindset: Strong aptitude for problem solving in unstructured situations at the interface of hardware, software, and networking, and the ability to drive challenging and vague technical problems to clarity and resolution.
- System Ownership: Proven ability to master a technical system and support it in operational environments. Must demonstrate an innate drive to take ownership and be self-sufficient across the depth and breadth of the technical system.
- Communication: Excellent written, visual, and verbal communication skills, comfort briefing senior customer stakeholders, and confidence navigating ambiguity and crafting new ways of doing things.
- Customer Focus: Extremely detail oriented, with a high bar for customer service.
- Clearance: Eligible to obtain and maintain an active U.S. Secret security clearance.
- Travel: Ability to travel as needed to support customer operations and test events.
PREFERRED QUALIFICATIONSWe recognize that great leaders come from diverse backgrounds. We do not expect you to meet every single one of these criteria:- Active U.S. Secret clearance, or a prior U.S. security clearance or DHS background investigation
- Prior military, DoD civilian, or government agency experience, particularly in a customer-facing role
- Experience with observability tooling such as DataDog, Grafana, or Palantir Foundry; exposure to software development tooling such as Git
- Experience with ticketing systems and managing a ticket queue (Salesforce, Jira, ServiceNow, etc.)
- Experience with on-call support operations and working in limited risk tolerance production environments
- Familiarity with U.S. military hardware and software interfaces
- Willingness to work non-standard hours and weekends
- Customer or technical support experience with a focus on final-tier customer concern support
US Salary Range
$101,000-$135,000 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:
BenefitsAt Anduril, we invest in our people. Our comprehensive, competitive benefits package (available at little to no cost to employees) ensures you're supported in health, recovery, and whatever comes next. For more information, Explore Our Benefits.
