About the role The C2 Support Engineering Team Lead will establish and lead a small, high-performance support team responsible for delivering advanced Level 2 support to DroneSentry-C2 systems deployed in the field. You will oversee technical support operations, ensuring reliable, timely, and high-quality responses to issues raised by Field Service Engineers and customers. This includes remote diagnosis, system configuration, log analysis, and incident resolution. This position will support production systems through an on-call rotation. Responsibilities, Duties and Expectations Lead, mentor and build the C2 Support Engineering team. Provide advanced Level 2 technical support for DroneSentry-C2 systems in the field. Assist with configuration, upgrades, and validation of deployed systems. Capture and escalate complex issues to Engineering or QA for resolution. Maintain documentation and contribute to internal troubleshooting guides. Manage escalation of complex technical issues from FSEs and customers. Drive the development of repeatable support and troubleshooting processes. Maintain operational readiness including system documentation, monitoring, and incident playbooks. Report on incident trends and identify areas for product improvement. P articipate in an on-call rotation to support production systems. Who You Are Experienced technical leader with a background in IT support, systems administration, or network engineering. Strong understanding of Linux environments and networking fundamentals (routing, firewalls, VPNs, etc.). Familiar with enterprise software deployment, integration, and monitoring. Capable of diagnosing complex distributed system issues using logs, metrics, and configuration data. Calm under pressure, with strong communication skills and a focus on rapid problem resolution. Able to participate in a roster that includes out-of-hours coverage. Qualifications, Experience and Skills Bachelor’s degree in Computer Science, Engineering, or a similar technical field, or equivalent practical experience. 3 years experience leading a technical team of engineers. Strong Linux administration and networking skills (routing, firewalls, VPNs, etc.) is required. Experience with containerisation (e.g. Docker, Snaps) is desirable. Experience with one or more compiled or scripting languages (e.g. Python, Go, C++) is desirable. Ability to translate technical issues and operational objectives between engineering teams and leadership. Excellent communication skills for collaborating with multidisciplinary teams, including non-software engineers. Strong problem-solving skills, with a structured approach to incident triage and resolution. Ability to operate under rostered out-of-hours support requirements. Note for recruitment agencies: We do not accept unsolicited candidates from external recruiters unless specifically instructed.
