Technical Support Manager

Job Description

Job Description

The Opportunity

Ready to help shape the next phase of OpenWorks and do some of the best work of your life?

OpenWorks is a rapidly expanding defense and security company, headquartered in the UK and growing our presence in the US. We’re looking for a Technical Support Manager to play a key role in our US success, supporting our existing customer base and helping establish our new Detroit facility.

Combining hands-on engineering, customer demonstrations and field support, you’ll help customers get the most from our advanced counter-drone technology. As an early member of our growing US operation, you’ll have the opportunity to be a part of a newly formed team, shape how we work and grow your responsibilities alongside the business.

This role would suit a proactive, practical engineer who enjoys solving complex problems, building customer relationships and taking ownership. Whether you’re preparing equipment in the workshop, leading a demonstration or supporting customers at an outdoor test site, you’ll see the direct impact of your work.

Who We Are

OpenWorks is a rapidly growing business operating globally with a passion for exceptional engineering and building on a legacy of defense innovation in the North East of England.

Our products provide ultra-high performance, real-time detection, tracking, identification and targeting of dynamic aerial threats. They have been deployed internationally to protect high-profile military and civilian assets, and contribute towards the defeat of nuisance, misguided and maliciously deployed drones during operations.

We are very proud to have supported a wide range of law enforcement and military operators, protecting many of the most high-profile sites and individuals around the world.

The amazing things we do are only possible because of a dedicated and passionate team.

Why You’ll Love Working With Us

Join a high-energy, collaborative team where great ideas thrive, challenges are embraced, and people love what they do.

Here’s what our benefits have to offer:

Rewarding Success – Competitive salary, starting from $110,000, plus an attractive annual bonus alongside a structured pay progression framework.

Plan for Your Future – 401(k) with employer-matched contributions of up to 6%.

More Time to Recharge – 20 days of paid vacation plus 10 public holidays.

Health & Wellbeing – Healthcare and life insurance package.

What you’ll be doing:

• Deliver customer demonstrations: Plan and run demonstrations and trials that showcase our counter-UAS systems, providing technical expertise to support new business opportunities.
• Help customers succeed: Guide customers through system assembly, setup, implementation and operation, helping them get the most from our products.
• Troubleshoot and repair systems: Diagnose and resolve mechanical, electrical and software issues remotely by phone or video, and in person at customer facilities and test sites.
• Collaborate on technical solutions: Work with customers and internal engineering teams to resolve complex challenges, refine repair processes and proactively improve technical support.
• Keep equipment ready: Prepare, test, maintain and manage demonstration equipment so it is reliable, available and ready for the next customer engagement.
• Support early equipment builds: Coordinate and carry out prototype and low-rate initial production builds as needed, including assembly and testing.
• Create clear technical documentation: Write and maintain operating and support instructions, trial plans and reports that help customers and colleagues use and support our systems effectively.
• Help establish our US facility: Take practical ownership of day-to-day facility needs, including opening, securing and locking the site, and coordinating occasional facility tasks.

What we’re looking for:

Essential

• Engineering qualification: A degree in electrical, software or mechanical engineering.
• Hands-on technical experience: A background in electrical or mechanical repair, with practical experience building and testing complex electromechanical assemblies.
• Strong diagnostic skills: A methodical, analytical approach to troubleshooting mechanical, electrical and software issues, supported by familiarity with electrical and mechanical test equipment.
• Technical understanding and precision: The ability to interpret complex technical documentation and engineering drawings, with practical dexterity, strong attention to detail and a commitment to exceptional quality.
• Excellent communication skills: Clear, effective communication and the professional presence to deliver demonstrations, explain technical concepts and guide customers through system setup and use.
• Ownership and adaptability: A proactive, flexible approach, confidence working independently and a willingness to learn from colleagues, develop product expertise and improve processes.

Desirable

• Relevant sector experience: Experience in defense, counter-UAS, robotics, automotive, machine vision or medical technology, particularly involving complex hardware and software systems.

Practical requirements

• On-site and travel availability: Ability to work primarily from our Grand Riviera - Detroit facility and travel to customer locations, including outdoor demonstrations and trials. Expect approximately one week away from home per month, predominantly within the US, plus occasional international travel and approximately two weeks of initial training in the UK. A valid passport and ability to undertake international travel is required.

More about us:

Vision

Help protect the territory and airspace of NATO countries and their allies.

Mission

Be a world-leading provider of autonomous technology for surveillance applications and defense.

Values

Be a Good Egg: Earn respect, have mutual trust and be honest.

Do cool stuff: We develop cool tech with an awesome team, and we get stuff done.

Be empowered: We are autonomous, reliable and take personal responsibility.

We are one team: Look out for each other and the team.

Things go wrong: Fail fast, learn and move on.

Have fun: We’re doing amazing things with passionate people.

We Get It Done: Focus on what matters and work with energy to bring ideas to life.