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Manager, Technical Support National Security

Skydio· Operations
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Remote$115k - $140kFull-timePosted 2mo ago

About the role

Leadership role overseeing remote Technical Customer Support Representatives and Field Support Representatives for defense and federal government customers, focusing on complex product and operational usage issues across Skydio products and BVLOS operations.

Responsibilities

  • Guide daily customer interactions to successful resolutions that enhance mission effectiveness and reduce operational risk
  • Own operational customer satisfaction and team productivity, engagement and growth to optimize outcomes
  • Directly contribute to building a strong, positive Skydio Brand by coaching a team that creates and delivers low-effort customer support experiences both remotely and in-person
  • Directly contribute to imagining and evolving what Skydio Support is as the company, its products, the UAS industry, and customers rapidly evolve and mature to meet the unique needs of national security agencies committed to protecting freedom
  • 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 both internally and externally
  • 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

  • 5+ years of customer support leadership experience, including direct people management and ownership of operational KPIs
  • 5+ years of defense / federal government work experience in a discipline relevant to UAS (e.g., UAS operations, maintenance, reconnaissance, etc.)
  • 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 up range and down range operator outcomes in every engagement
  • Thrive on coaching and mentoring team members with decades of professional experience to achieve their best, and to align their work responsibilities to skills and capabilities
  • Empathy, motivation and ability to engage directly with defense/government customers in language and actions that build confidence and trust and drive to a resolution
  • Self-directing, able to work effectively in times of stability as well as rapid change spanning a theater of operation to evolving product capabilities
  • Being an inquisitive and efficient learner in a sea of 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
  • Experience and appreciation for CRM and related tools, including Salesforce Service Cloud, Jira, Databricks or equivalents is a plus
  • Applied AI experience, anchored to an understanding of AI technology and its practical application in customer support scenarios is a plus
  • Data-driven, analytical mindset to guide actions and create analytical tools to inform decisions
  • Willingness to work extended hours, weekends, holidays and on-call support when the mission demands it, which is infrequent
  • Obtaining FAA Part 107 certification within the first 60 days of employment is strongly encouraged and required for certain positions

Skills

Required:Customer support leadershipDefense / federal government experience
Nice to have:UAS / robotics / IoT knowledgeCRM tools (Salesforce Service Cloud, Jira, Databricks)

Benefits

  • Paid vacation time
  • sick leave
  • holiday pay
  • 401K savings plan
  • group health insurance plans
Last updated Oct 15, 2026. Interested? Apply on the company site.
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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
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