Product Operations Lead, Tier 1

Anduril Industries•Costa Mesa, CA

9d•$77,000 - $102,000•Onsite

About The Position

We are looking for a Product Operations Lead, Tier 1 to pilot our Help Desk operations and join our rapidly growing team in Costa Mesa, CA. In this position, you will play a key role in supporting our customers and their fielded assets by driving issues spanning multiple software and hardware products to resolution in real time. Using your intimate familiarity with these products and related issues, you must be able to coach teammates, interface directly with customers, work independently, and resolve complex issues using your discretion and sound judgment. The challenges you will encounter are innumerable and unpredictable, but you will be expected to take ownership of delivering the technical solution. You should have an aptitude for debugging and an appetite for real-time response, rapid resolution, and root-causing complex issues across multiple platforms and organizations. If you are passionate about ground-breaking technology, contributing to the national security mission, and interacting alongside professionals that span a wide range of disciplines, Anduril is interested in speaking with you.

Requirements

Bachelor’s degree or equivalent experience in a related field
Minimum of 2-3 years of experience in a Operations/Support Center or similar operational environment
Prior experience supporting complex hardware systems, networks, and related technologies (military assets are a plus)
Excellent communication skills, both written and verbal
Ability to work independently and as part of a team
Extremely detail oriented with excellent customer service
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
Must be able to obtain and hold a U.S. Secret security clearance; Holding clearances or Background Investigations in the past a plus

Nice To Haves

Experience leading help desk operations and guiding team members
Experience with ticketing systems and managing a ticket queue (Service Desk, Service Now, Jira, etc.)
Experience with on-call support operations and working in limited risk tolerance production environments
Familiarity with US military, hardware, software interfaces, and product operations are all pluses
Government agency experience preferred
Willingness to work non-standard hours and weekends

Responsibilities

Supervise and mentor Product Operations Associates, ensuring effective performance, adherence to protocols, and professional development
Manage shift schedules and staffing levels to maintain 24/7 operational readiness
Develop Tier 1 scoped processes and runbooks
Create and implement process and product improvements based on customer feedback and available metrics/analytics, utilizing internal monitoring dashboards and alerting software
Interface directly with Anduril’s customers and hardware/software products to provide world-class account level and technical support on complex issues
Manage ticket flow, triage, and response through Salesforce’s Service Desk management system
Identify and solve persistent problems and reoccurring failures
Author and issue product-specific knowledge articles and SOPs for end-user triaging

Benefits

Healthcare Benefits
US Roles: Comprehensive medical, dental, and vision plans at little to no cost to you.
UK & AUS Roles: We cover full cost of medical insurance premiums for you and your dependents.
IE Roles: We offer an annual contribution toward your private health insurance for you and your dependents.
Additional Benefits
Income Protection: Anduril covers life and disability insurance for all employees.
Generous time off: Highly competitive PTO plans with a holiday hiatus in December. Caregiver & Wellness Leave is available to care for family members, bond with a new baby, or address your own medical needs.
Family Planning & Parenting Support: Coverage for fertility treatments (e.g., IVF, preservation), adoption, and gestational carriers, along with resources to support you and your partner from planning to parenting.
Mental Health Resources: Access free mental health resources 24/7, including therapy and life coaching. Additional work-life services, such as legal and financial support, are also available.
Professional Development: Annual reimbursement for professional development
Commuter Benefits: Company-funded commuter benefits based on your region.
Relocation Assistance: Available depending on role eligibility.
Retirement Savings Plan
US Roles: Traditional 401(k), Roth, and after-tax (mega backdoor Roth) options.
UK & IE Roles: Pension plan with employer match.
AUS Roles: Superannuation plan.