← All roles

Manager, Technical Support

Skydio· Operations
Apply on company site
Remote$100k - $130kFull-timePosted 2mo ago

About the role

Experienced B2B customer support operational leader managing remote teams responsible for assisting customers with complex product and operational usage issues across drones, docks, accessories, DFR, flight control software, Skydio Cloud and integrations.

Responsibilities

  • Guide daily customer interactions to successful resolutions
  • Own operational customer satisfaction, productivity and CSR engagement and growth
  • Directly contribute to building a strong, positive Skydio Brand by coaching a team that creates and delivers low-effort customer support experiences
  • Directly contribute to imagining and evolving what Skydio Support is as the company, its products, the UAS industry, and customers rapidly evolve and mature
  • Continuously improve processes and policies to enhance customer experience, team engagement, and operational efficiency
  • Gain first-hand product knowledge from frequent use of Skydio products sufficient to engage in meaningful customer interactions and 1:1 conversations
  • Collaborate with the Skydio Mission Success Center of Excellence team to shape team training, quality management, and CRM efficiency and effectiveness
  • Close out each day with the knowledge that you’ve made something better

Qualifications

  • 2+ years of progressive customer support leadership experience, including direct people management and ownership of operational KPIs
  • Prior B2B field service maintenance and repair experience is a plus
  • 2+ years proven effectiveness at leading Support teams responsible for hardware, software and cloud products. Prior experience with UAS, robotics, and/or Internet of Things (IoT) products is a plus
  • A passion for driving successful customer outcomes in every engagement
  • Thrive on coaching and mentoring team members to achieve their best, and to align their work responsibilities to skills and capabilities
  • Empathy, motivation and ability to engage directly with customers to understand a situation and drive to a resolution
  • Have confidence to move quickly, have introspection to absorb the wisdom of others
  • Self-directing, able to work effectively in times of stability as well as rapid change
  • Being an inquisitive and efficient learner in a sea on rapid change, be willing to take on new challenges and figure it out on the fly
  • Lead by example, be willing to help out with whatever is needed to get a customer situation resolved
  • Deep experience and appreciation for CRM and related tools, including Salesforce Service Cloud, Jira, Databricks or equivalents
  • Applied AI experience, anchored to an understanding of AI technology and its practical application in customer support scenarios
  • Data-driven, which means using an analytical mindset to guide actions, and being able to create analytical tools to inform decisions
  • Obtaining FAA Part 107 certification within the first 60 days of employment is strongly encouraged for all Skydio employees and required for certain positions
  • Willingness to work extended hours, weekends, holidays and on-call support as needed

Skills

Required:Customer support leadershipCRM tools (Salesforce Service Cloud)Issue resolution and debuggingData analysisCommunication and coaching
Nice to have:AI in customer support

Benefits

  • Competitive base salary
  • Equity in the form of stock options
  • Comprehensive benefits
  • Incentives and stipends
  • Relocation assistance may be provided for eligible roles
Last updated Sep 17, 2026. Interested? Apply on the company site.
Skydio logo

About Skydio

A family of flying robots.

AI-powered autonomous drones for Drone as First Responder (DFR), critical infrastructure inspection, tactical ISR, site security, surveying and mapping

DronesAutonomous SystemsInspectionSecurityMappingPublic SafetyNational Security
Company profileWebsite

More open roles at Skydio