Manager, Technical Support National Security
Skydio · Remote · US Remote ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Fully remote (US)
- Defense sector focus
- Leadership role
- UAS & IoT products
- On-call required
Lead two functional teams providing technical assistance to defense and federal agencies. You will oversee Technical Customer Support Representatives handling inbound cases and Field Support Representatives engaging onsite with customers. The focus is on resolving complex operational issues for Skydio drones, docks, and flight control software.
What you'll do
- Manage Technical Customer Support and Field Support teams
- Drive high first-contact resolution rates for critical missions
- Coach team members to improve skills and performance
- Collaborate with engineering and product teams on issue resolution
- Optimize support processes using data and customer feedback
- Ensure operational readiness and fleet utilization for clients
- Maintain deep product knowledge through hands-on usage
What you'll need
- 5+ years of customer support leadership experience
- 5+ years in defense or federal government roles
- Experience managing hardware, software, and cloud support
- Strong analytical mindset for data-driven decision making
- Ability to work extended hours and on-call when needed
- Willingness to obtain FAA Part 107 certification
- Capacity to engage directly with government customers
Nice to have
- Background in UAS, robotics, or IoT products
- Proficiency with Salesforce Service Cloud and Jira
- Experience with Databricks or similar analytics tools
- Applied AI experience in customer support contexts
Stack
- Salesforce Service Cloud
- Jira
- Databricks
- IoT telemetry tools
- AI LLMs
How you'll work
- Fully remote within the United States
- On-call support required during mission demands
- May require weekend or holiday work occasionally
What you get
- Base salary range $115,000 - $140,000
- Stock options equity package
- Group health insurance plans
- Paid vacation, sick leave, and holidays
- 401K savings plan
- Relocation assistance may be available