Product Operations Associate, Ghost

ABOUT THE ROLE

Ghost is Anduril's middle sized UAS platform - an expeditionary and modular system that delivers autonomy at the tactical edge. As a Product Operations Associate for Ghost, your mission is to support end users and do whatever it takes to maintain the availability of deployed capabilities. You will support field failure mitigation and resolution processes, performing failure identification and deployment of enduring Ghost system improvements. You will be responsible for identifying, triaging, escalating, and managing the resolution of all incidents across our fleet of UAS systems and should have an appetite for difficult problem solving. In this role you will be expected to support failure debugging, rapid issue resolution, and the root-causing of complex issues on electromechanical systems. If you are passionate about ground-breaking technology, contributing to the national security mission, interacting with professionals that span a wide-range of disciplines, and providing best-in-class product operations support, Anduril is interested in speaking with you.

WHAT YOU'LL DO

• Sustain Anduril's Ghost deployments by combining an understanding of our customers' missions with familiarity of our products and delivered capabilities.
• Triage, diagnose and root cause product incidents, driving postmortem actions including providing status visibility through resolution. Then abstract incidents and optimize wider system and product reliability. This will include conducting log reviews and diagnostics, as well as utilizing Linux and command line tools for system management and issue resolution.
• Consistently assess and seek to improve the quality of the fleet's observability and health telemetry in partnership with multiple functions across the Ghost team.
• Collect, organize, and analyze system failure data to define trends, drive proactive sustainment processes, and support resource allocation.
• Support Anduril's global customers through proactive communications and detail-oriented execution. You will track and manage customer-facing incidents and concerns, ensuring timely response, mitigation, and communication of resolution.
• Support the evaluation and improvement of product capabilities, analyzing customer communication and feedback for capability requirements, product performance indicators, and desired functionality.
• Maintain awareness of current product specifications and bridge the gap in understanding between technical and non technical stakeholders.
• Communicate and coordinate technical and non-technical efforts across multiple business, engineering, and sustainment functions, influencing decision making and driving action to maximize capability availability for end users.
• Travel as required to support customer needs and operations.

REQUIRED QUALIFICATIONS

• Demonstrated experience as a self-starter, able to find and resolve issues on your own.
• 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.
• Proven ability to master a technical system and support it in operational environments. Must demonstrate an innate drive to be self-sufficient across the depth and breadth of a technical system.
• 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.
• Confident with navigating ambiguity and crafting new ways of doing things.
• Excellent written, visual, and verbal communication skills.
• Eligible to obtain and maintain a U.S. Secret Security clearance. (holding clearances or background investigations in the past is a plus)

PREFERRED QUALIFICATIONS

• Experience with observability tooling such as DataDog, Grafana, and Victor Ops; exposure to software development tooling such as Git and Jira.
• Experience supporting and/or performing incident driven workflows requiring analysis, triage, and prioritization.
• Experience in on-call support operations and working in limited risk tolerance environments.
• DOD, Law Enforcement, or other Government agency experience preferred.
• Willingness to work non-standard hours and weekends as needed.
• 1+ year of customer/technical support experience with a focus on final-tier customer concern support.
• Defense and/or STEM background