About Us
STARK is a new kind of defence technology company revolutionising the way autonomous systems are deployed across multiple domains. We design, develop, and manufacture high-performance unmanned systems that are software-defined, mass-scalable, and cost effective. This provides our operators with a decisive edge in highly contested environments.
We are focused on delivering deployable, high-performance systems, not future promises. In a time of rising threats, STARK is bolstering the technological edge of NATO Allies and their Partners to deter aggression and defend Europe today.
Your mission
We are looking for a Head of Technical Support who will lead the interface between frontline military crews and our R&D department. This is a strategic leadership role for a professional with strong technical expertise and proven management experience, capable of building an effective support system for mission-critical equipment operating in combat conditions.
This is not an operational engineer role — it is a leadership position for someone who can design processes, manage a team, and influence product quality through structured incident management and systematic feedback loops.
Responsibilities
- Build and lead the Technical Support Department (team structure, roles and responsibilities, 24/7 shift planning)
- Manage and scale a team of support engineers: hiring, onboarding, mentoring, performance management
- Implement and monitor SLA, KPI, and incident management standards
- Oversee deep remote diagnostics processes and ensure high-quality incident resolution
- Establish root cause analysis practices (hardware failures, user errors, electronic warfare interference, etc.)
- Own service operations: intake, triage, repair coordination, turnaround time control, and return logistics
- Manage spare parts pool and optimize inventory availability for rapid replacement
- Structure and formalize field feedback into actionable technical tickets for R&D
- Contribute to product backlog prioritization based on recurring field incidents
- Build and maintain a knowledge management system (documentation standards, SOPs, training materials)
- Participate in testing of new hardware and software releases from a serviceability and field-operations perspective
- Provide regular reporting to leadership on support performance, systemic issues, and operational risks
Qualifications
Management Experience:
- Proven experience leading technical teams
- Proven experience building or scaling a technical support or service department
- Strong process management skills (SLA, KPI, incident management frameworks)
- Experience in cross-functional collaboration with R&D, manufacturing, and logistics
- Strong leadership and decision-making skills in high-pressure, high-uncertainty environments
Technical Expertise:
- Solid understanding of radio signal propagation principles, Fresnel zones, and radio horizon
- Knowledge of frequency bands and antenna types
- Understanding of diagnostics for radio-electronic systems
- Experience with configuration tools such as Betaflight, INAV, QGroundControl, or Mission Planner
- Understanding of networking fundamentals (IP, TCP/UDP, ports) and basic Linux terminal skills
- Hands-on experience in technical support or servicing complex hardware systems is a strong advantage
