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About Us

Asylon is building the future of automated physical security

Founded by aerospace engineers out of MIT, Asylon exists to solve one of the world’s most fundamental problems: protecting people, property, and assets at scale. We design and deploy integrated robotics, software, and AI systems that operate continuously in the real world—where reliability is critical and failure is not an option. Our technology is already protecting lives and infrastructure every day.

The Asylon team brings deep roots in aerospace, defense, and mission-critical engineering, with experience spanning military aviation, naval defense platforms, and advanced commercial systems. That heritage shapes how we work: high standards, disciplined execution, and uncompromising integrity. We build and operate systems that deliver real outcomes for real customers.

We are assembling a team of engineers, operators, and leaders who want their work to matter—people who thrive in demanding environments, take pride in craftsmanship, and take ownership of results. At Asylon, you will help build category-defining technology, push the boundaries of what autonomous systems can do, and set the standard for an entirely new industry.

Our Product - Automated Physical Security

Our full-stack solution enables automated aerial and ground robots to operate persistently alongside human teams to complete physical operation tasks more safely and efficiently. Our solutions provide continuous situational awareness, rapid response capabilities, and actionable intelligence at scale. We believe the future of physical operations is not humans or machines. It is humans + machines + AI working together to amplify coverage, improve decision-making, and reduce risk.

Our platform transforms robots from experimental tools into dependable assets. Deployed at customer sites today, Asylon systems conduct routine patrols, respond to incidents, and integrate directly into existing operations, extending the reach of teams and fundamentally changing how physical security is delivered.

We are building the software infrastructure layer for the automated security economy. The work is exciting, and the mission is real.

Position

The Director of Operations Support is responsible for building, leading, and continuously improving, the Client Success Support organization. This role will establish the company’s first dedicated Support function, providing centralized operational and technical support to the internal team responsible for operating Asylon’s robotic platforms, including DroneDog, Guardian, and related systems.

This is not an IT help desk. Asylon’s Support organization serves as a critical operational resource for Asylon’s Robotic Security Operations Center (RSOC) and clients. This role will establish the company’s first dedicated operational support function, providing centralized operational and technical support to both internal teams and external clients, helping troubleshoot equipment and system issues that impact deployments and service delivery.

The Director of Operations Support will establish the people, processes, tools, workflows, and performance standards necessary to ensure support issues are addressed quickly, consistently and effectively. The role will also serve as a key cross-functional partner to Client Success, Engineering, and the Product Management Office (PMO), ensuring recurring issues are identified and that system changes, upgrades and product improvements are appropriately evaluated and routed.

Primary duties include:

Build and Lead the Support Organization

• Design, launch, and scale Asylon’s first dedicated operational support function.
• Establish support processes, workflows, ticketing standards, escalation paths, and service-level expectations.
• Recruit, hire, train, coach and develop a high-performing Support team.
• Establish a service-oriented culture focused on responsiveness, ownership, accountability, and effective problem resolution.
• Develop training programs and knowledge resources that enable the team to resolve issues consistently and efficiently.
• Establish clear roles and responsibilities between Support and other operational and technical functions.

Support Operations

• Own the day-to-day operation of the internal Support function.
• Provide 24/7 support coverage during the initial build-out of the Support function, serving as the primary support resource until the team is fully staffed and operational.
• Ensure timely intake, triage, investigation, and resolution of support tickets submitted by the RSOC and external clients.
• Prioritize issues based on operational impact, urgency, and customer or mission impact.
• Monitor ticket queues and workloads to ensure issues are progressing appropriately.
• Establish escalation procedures for issues that require Engineering, PMO, or other specialized resources.
• Maintain ownership of support issues through resolution, ensuring appropriate communication and follow-through.
• Identify opportunities to improve the speed, consistency, and quality of support provided to operational teams.

Equipment & System Troubleshooting

• Lead troubleshooting efforts for operational issues involving DroneDog, Guardian, and related robotics systems.
• Develop repeatable troubleshooting procedures, diagnostic workflows, and technical documentation.
• Guide Support personnel in identifying whether issues are related to equipment, software, configuration, connectivity, process, or other factors.
• Determine when an issue falls outside the Support team’s ability or authority to resolve and coordinate appropriate escalation.
• Ensure incidents are accurately documented to support effective resolutions and future troubleshooting.
• Identify recurring equipment and system issues and work cross-functionally to reduce repeat incidents.

Cross-Functional Collaboration

• Partner closely with Engineering to investigate technical issues, identify defects, and improve system reliability.
• Work with the PMO on system changes, upgrades, configuration requests, and other improvements.
• Collaborate with other Client Success leadership to understand recurring operational challenges and prioritize support needs.
• Provide structured feedback to Product and Engineering teams based on support trends and field experience.
• Participate in evaluating proposed system changes and upgrades to understand operational impacts and support requirements.
• Help ensure new systems, capabilities, and upgrades are operationally ready before deployment.

Process Improvement & Knowledge Management

• Establish and maintain a centralized knowledge base of troubleshooting procedures, known issues, resolutions and frequently reencountered problems.
• Develop processes for capturing lessons learned and converting recurring issues into documented solutions.
• Analyze ticket trends to identify systemic problems and opportunities for improvement.
• Establish root-cause analysis processes for significant or recurring issues.
• Drive continuous improvement initiatives that reduce ticket volume, improve resolution times, and increase operational reliability.

Reporting & Performance Management

• Develop and maintain key support performance metrics and reporting, including:
• First Response Time
• Time to Resolution
• Ticket Backlog
• Escalation Rate
• Repeat/Recurring Issues
• Ticket Volume by Issue Type
• Support Service-Level Performance
• Provide regular reporting to leadership on support trends, operational risks, recurring issues, and improvement opportunities.
• Use support data to identify resource needs, training opportunities, and potential product or system improvements.

Required Skills and Experience

• Bachelor’s degree or equivalent professional experience
• 7+ years of experience in technical support, operations support, customer service, field operations, or a related function.
• 3+ years of experience leading and developing support or operational teams.
• Demonstrated experience building or significantly improving support processes and organizations.
• Strong problem-solving and analytical skills
• Exceptional organizational and communication skills.
• Ability to prioritize competing issues based on operational impact and urgency.
• Demonstrated ability to work effectively across Client Success, Engineering, and Product Management teams.
• Experience working in a fast-paced environment where operational issues require timely resolutions and clear ownership.

Preferred

• Bachelor’s degree in a technical field, such as Aerospace Engineering, Mechanical Engineering, Computer Science, or Software Engineering
• Experience supporting robotics, autonomous systems, security technology, loT, SaaS, or other complex hardware/software systems.
• Experience troubleshooting integrated hardware and software systems.
• Experience working with ticket management platforms.
• Experience working within a 24/7 operational environment
• Experience supporting mission-critical or highly available systems.

Asylon is an Equal Opportunity Employer. We recruit, hire, employ, train, promote, and compensate individuals based on job related qualifications and abilities. At Asylon we have a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of discrimination, including harassment, because of race, color, sex, gender, age, religion or religious creed, national origin, ancestry, citizenship, marital status, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, military or veteran status, or any other characteristic protected by law.

We are an inclusive organization and actively promote equality of opportunity for all with the right mix of talent, skills and potential. We welcome all applications from a wide range of candidates. Selection for roles will be based on qualifications, merit, and business need alone.

Pay: $100,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Relocation assistance
• Retirement plan
• Vision insurance

Work Location: In person