Manager, Technical Support – National Security

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead two functional teams: Technical Customer Support Representatives addressing inbound customer inquiries and Field Support Representatives interacting onsite with clients.

• Direct daily customer engagements towards successful outcomes that improve mission effectiveness and mitigate operational risk.

• Take ownership of operational customer satisfaction, team productivity, engagement, and development.

• Mentor a team that delivers low-effort customer support experiences both remotely and in person.

• Advance Skydio Support to cater to the requirements of national security agencies.

• Continuously refine processes and policies to boost customer experience, team engagement, and operational efficiency.

• Acquire product knowledge through regular use of Skydio products and participate in customer interactions and one-on-one discussions.

• Work in collaboration with the Mission Success Center of Excellence team on training, quality management, and CRM efficiency.

• Partner with Solution Engineers, Program Management, Product, Engineering, and other cross-functional teams.

• Assist with technical troubleshooting, customer enablement, operational preparedness, fleet utilization, and gathering Voice of Customer feedback.

• Utilize Salesforce Service Cloud, IoT telemetry, log analysis tools, and AI LLMs to achieve fact-based resolutions.

• Assess team success through metrics like CSAT, First Contact Resolution, team development and productivity, customer experience, and product engagement.

⛳️ Requirements

• 5+ years of leadership experience in customer support, including direct management of personnel and accountability for operational KPIs.

• 5+ years of experience in defense or federal government sectors in a field relevant to UAS (e.g., UAS operations, maintenance, reconnaissance, etc.).

• 2+ years of demonstrated success in leading Support teams responsible for hardware, software, and cloud products.

• Previous experience with UAS, robotics, and/or Internet of Things (IoT) products is advantageous.

• A strong passion for achieving successful outcomes for both up range and down range operators.

• Capability to coach and mentor team members with extensive professional backgrounds.

• Empathy, motivation, and the ability to directly engage with defense or government customers, driving cases to resolution.

• Self-motivated and capable of working effectively during periods of stability and rapid change.

• Willingness to accept new challenges and adapt quickly to find solutions.

• Familiarity with Customer Relationship Management (CRM) systems and related tools, such as Salesforce Service Cloud, Jira, Databricks, or equivalents is a plus.

• Experience with applied AI and an understanding of AI technologies in customer support scenarios is advantageous.

• A data-driven analytical mindset and the ability to create analytical tools to guide decision-making.

• Readiness to work extended hours, weekends, holidays, and occasionally provide on-call support as mission needs arise.

• Obtaining FAA Part 107 certification within the first 60 days of employment is highly encouraged for all Skydio employees and mandatory for certain roles.

🏝️ Benefits

• Equity in the form of stock options.

• Comprehensive benefits package.

• Relocation assistance may be available for eligible positions.

• Group health insurance plans.

• Paid vacation time.

• Sick leave.

• Holiday pay.

• 401K savings plan.

• FAA Part 107 certification is strongly encouraged for all Skydio employees.