Manager, Technical Support National Security

Skydio is the leading US drone company and the world leader in autonomous flight, the key technology for the future of drones and aerial mobility. The Skydio team combines deep expertise in artificial intelligence, best-in-class hardware and software product development, operational excellence, and customer obsession to empower a broader, more diverse audience of drone users, from utility inspectors https://www.skydio.com/solutions/energy-and-utilities to first responders https://www.skydio.com/solutions/public-safety, soldiers in battlefield scenarios https://www.skydio.com/solutions/national-security/tactical-isr, and beyond https://www.skydio.com/solutions. About the role: Skydio is seeking an experienced customer support & field operational leader who has successfully coached and developed remote teams responsible for assisting defense and federal government customers with complex product and operational usage issues. Product scope encompasses all Skydio products, including Blue UAS/NDAA drones, docks, attachments & accessories, as well as OnPrem and Cloud BVLOS flight control software, and ATEK and other integrations. This role is responsible for 2 functional teams: Technical Customer Support Representatives (TCSR) who respond to inbound customer cases and Field Support Representatives (FSR) who engage onsite with customers spanning a wide range of operational optimization and usage issues. The TCSR team’s goal is high first-contact resolution 20/7, which is critical to minimizing operational disruption and delivering great customer experiences. The FSR team’s goal is to provide knowledge transfer and best practices to up range teams. The NatSec support team collaborates closely with other Commercial-focused Support teams and back office functions (e.g., field service repair & maintenance, logistics, license provisioning). Using technology from Salesforce Service Cloud to sophisticated IoT telemetry and log analysis tools to AI LLMs, this team prides itself on

Department: Operations; Team: Customer Support