Who we are:

At DefSecIntel Solutions, we protect what matters by building systems that operate where failure is not an option.

We deliver combat-proven, end-user-driven defence and security solutions for Europe’s border security, defence, and critical infrastructure protection. Our platforms are designed for real operational environments and are already trusted in the field.

We develop, manufacture, and integrate mobile autonomous surveillance systems, unmanned surface vessels, and counter-UAS solutions, all connected through AI-powered command-and-control.

With a talented team of 70+ people, DefSecIntel is headquartered in Tallinn, Estonia, with additional manufacturing and maintenance capabilities in Ukraine.

We work closely with leading international partners including the EU and NATO, and contribute to major defence R&D programmes such as the European Defence Fund.

Join us to build mission-ready systems for today’s needs and tomorrow’s challenges, and help shape the future of Europe’s security.

We are looking for a Head of Customer Success & Support to lead our technical customer-facing team and ensure customers can successfully operate, maintain and get long-term value from DefSecIntel’s deployed systems. In this role, you will connect customers, field operations and internal teams, turning real-world issues and feedback into reliable support, stronger processes and better product decisions.

What you will be doing:

• Lead and coordinate the Customer Success & Support team, balancing priorities across customer support, field operations, demonstrations, trials, exercises, training and internal requests.

• Own the customer support function, ensuring issues are assessed, assigned, escalated and resolved effectively, with clear ownership and communication.

• Oversee the lifecycle of deployed customer systems, including maintenance, upgrades, recalls and hardware/software updates.

• Coordinate new system handovers, making sure systems, documentation and training are ready for customers.

• Own and continuously improve end-user training, including planning, materials, delivery standards and feedback.

• Plan and coordinate field activities such as customer demonstrations, trials, expos, military exercises and development/QA testing.

• Ensure DefSecIntel’s demo and field systems are operationally ready, including configuration, equipment availability, logistics and maintenance.

• Own key CSS processes and KPIs, including response and resolution times, customer satisfaction, system availability, recurring issues, training feedback and field readiness.

• Build a structured feedback loop between customers and Product Management so field observations and recurring needs help shape product and lifecycle decisions.

• Develop the team through specialization, cross-training, knowledge sharing, documentation and effective backup coverage.

What we are looking for:

• Proven experience leading a technical, customer-facing team.

• Strong understanding of integrated hardware-software systems and the ability to work with issues across both areas.

• Excellent troubleshooting and problem-solving skills, with the ability to bring structure to ambiguous technical or field issues.

• Strong planning and prioritization skills, especially when resources are limited and priorities compete.

• Excellent customer and stakeholder management skills, including the ability to coordinate effectively with Product, Engineering, Production, Supply, Sales and other teams.

• Experience with customer support and the lifecycle management of deployed systems.

• A strong sense of ownership and the ability to make decisions and operate independently.

• Clear written and verbal communication skills in English.

• A valid driving licence and willingness to travel internationally for deployments, training, demonstrations, trials and exercises.

• Experience in defence, security, aerospace, robotics or unmanned systems would be an advantage.

What we offer:

• Meaningful work that supports our mission to create a safer and more secure world.

• The opportunity to work with a talented team and contribute to the development of innovative technologies and solutions.

• Flexibility in how and where you work, depending on role and project needs.

• Opportunities for professional growth and skills development as the company and projects evolve.

• Recognition for helping grow the team through employee referrals.

• A focus on employee well-being, including access to health- and sports-related benefits.

• Social activities and team events that strengthen collaboration and team spirit.