Manager, Technical Support – National Security

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $115k - $140k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Skydio

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2014

🎖️ Defense

🏭 Manufacturing

📦 Logistics

💰 $170M Series E - Skydio on 2024-11

Defense • Manufacturing • Logistics

Skydio is a manufacturer of autonomous drone systems that combine advanced onboard artificial intelligence, sensors, and cloud software to automate flight for inspection, security, public safety, and mapping missions. Its product family (including the X10, X10D, R10, docking stations, and software such as Skydio Autonomy and DFR Command) is designed for rapid situational awareness, automated inspections, site security, and Drone-as-First-Responder deployments for government, utilities, and enterprise customers. Skydio delivers integrated hardware, software, and services to enable safer, faster, and more autonomous operations in challenging environments.

📋 Description

• Lead two functional teams: Technical Customer Support Representatives responding to inbound customer cases and Field Support Representatives engaging onsite with customers • Guide daily customer interactions to successful resolutions that enhance mission effectiveness and reduce operational risk • Own operational customer satisfaction, team productivity, engagement and growth • Coach a team delivering low-effort customer support experiences remotely and in person • Evolve Skydio Support to meet the needs of national security agencies • Continuously improve processes and policies to enhance customer experience, team engagement and operational efficiency • Gain product knowledge through frequent use of Skydio products and engage in customer interactions and one-to-one conversations • Collaborate with the Mission Success Center of Excellence team on training, quality management and CRM efficiency • Collaborate with Solution Engineers, Program Management, Product, Engineering and other cross-functional teams • Support technical troubleshooting, customer enablement, operational readiness, fleet utilization and Voice of Customer feedback • Use Salesforce Service Cloud, IoT telemetry, log analysis tools and AI LLMs to reach fact-based resolutions • Measure team success through CSAT, First Contact Resolution, team development and productivity, customer experience and product engagement

🎯 Requirements

• 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 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 • Passion for driving successful up range and down range operator outcomes • Ability to coach and mentor team members with decades of professional experience • Empathy, motivation and ability to engage directly with defense/government customers and drive cases to resolution • Self-directing and able to work effectively during stability and rapid change • Willingness to take on new challenges and figure them out on the fly • Experience with Customer Relationship Management (CRM) and related tools, including Salesforce Service Cloud, Jira, Databricks or equivalents is a plus • Applied AI experience and understanding of AI technology in customer support scenarios is a plus • Data-driven analytical mindset and ability to create analytical tools to inform decisions • Willingness to work extended hours, weekends, holidays and infrequent on-call support when the mission demands it • Obtaining FAA Part 107 certification within the first 60 days of employment is strongly encouraged for all Skydio employees and required for certain positions

🏖️ Benefits

• Equity in the form of stock options • Comprehensive benefits package • Relocation assistance may be provided for eligible roles • Group health insurance plans • Paid vacation time • Sick leave • Holiday pay • 401K savings plan • FAA Part 107 certification strongly encouraged for all Skydio employees