Support Specialist, Pilot (Night Shift)

• Serve as Pilot-in-Charge (PIC) for active Wave Glider missions.
• Monitor mission performance and ensure established mission success criteria are achieved.
• Execute operational procedures and respond to mission events and anomalies.
• Coordinate mission activities with field operations, engineering, and customer teams.
• Maintain accurate mission logs, records, and operational documentation.
• Customer & Technical Support
• Provide first-line support for customer inquiries and operational issues.
• Manage incident reporting, escalation, and resolution processes.
• Communicate mission status, technical issues, and operational updates to stakeholders.
• Prepare reports, summaries, and other mission-related documentation as required.
• Continuous Improvement
• Identify opportunities to improve operational processes and workflows.
• Contribute to the development of standard operating procedures and best practices.
• Support testing, validation, and deployment of new operational capabilities.

• Bachelor's degree in a related discipline, or an equivalent combination of education and relevant experience.
• Minimum of one (1) year of operational, technical support, or call center experience.
• Two (2) to three (3) years of related experience preferred.
• Knowledge, Skills, and Abilities
• Strong customer-service orientation with a commitment to operational excellence.
• Ability to work extensively with computer-based graphical user interfaces (GUIs).
• Proficiency in executing scripted software commands and technical procedures.
• Ability to read and interpret nautical charts and mapping software.
• Understanding of marine environments and ocean operating conditions.
• Familiarity with autonomous systems, robotics, or remotely operated platforms.
• Knowledge of solar-powered and battery-powered systems.
• Experience with case management, ticketing systems, and escalation processes.
• Strong written and verbal communication skills.
• Excellent analytical and problem-solving abilities.
• Ability to make sound decisions in dynamic operational environments.
• Demonstrated ability to work independently with minimal supervision.
• Ability to collaborate effectively across multiple departments and organizational levels.
• Proficiency with ERP, CRM, and other business software applications.
• Ability to work extended shifts, overnight schedules, weekends, and holidays as required.

• Experience supporting a technical operations center or mission operations center.
• Marine operations, maritime, or offshore operations experience.
• Familiarity with autonomous vehicle operations.
• Experience supporting high-availability web-based applications and systems.
• Military, aviation, maritime, or unmanned systems operations experience.

• Remote work environment.
• Extended periods of computer and monitor use.
• Ability to maintain focus and situational awareness during prolonged monitoring activities.
• May require occasional schedule adjustments to support operational requirements.

• 12-hour overnight shift
• 10:00 PM – 10:00 AM EST
• Rotating schedule:
• 3 days on / 4 days off
• 4 days on / 3 days off