Manager, Technical Support

🔥 10 minutes ago

🇺🇸 United States – Remote

💵 $100k - $130k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

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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

• Guide daily customer interactions to successful resolutions • Own operational customer satisfaction, productivity, and CSR engagement and growth • Coach a team to deliver low-effort customer support experiences and strengthen the Skydio brand • Help evolve Skydio Support as the company, products, UAS industry, and customers develop • 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 1:1 conversations • Collaborate with the Mission Success Center of Excellence team on training, quality management, and CRM efficiency • Lead customer support for drones, docks, attachments, accessories, DFR, flight control software, Skydio Cloud, and integrations • Drive fact-based resolutions using Salesforce Service Cloud, IoT telemetry, log analysis tools, and AI LLMs • Support team performance against CSAT, First Contact Resolution, development, and productivity KPIs

🎯 Requirements

• 2+ years of progressive customer support leadership experience, including direct people management and ownership of operational KPIs • 2+ years of proven effectiveness leading support teams for hardware, software, and cloud products • Prior B2B field service maintenance and repair experience is a plus • Prior experience with UAS, robotics, and/or IoT products is a plus • Passion for driving successful customer outcomes • Ability to coach and mentor team members • Ability to engage directly with customers, understand situations, and drive resolutions • Confidence to move quickly and learn from others • Self-directing and able to work effectively during stability and rapid change • Willingness to take on new challenges and solve problems independently • Lead by example and help resolve customer situations as needed • Deep experience with CRM and related tools, including Salesforce Service Cloud, Jira, Databricks, or equivalents • Applied AI experience and understanding of AI technology and its practical application in customer support • Analytical mindset and ability to create analytical tools to inform decisions • Willingness to work extended hours, weekends, holidays, and on-call support as needed • East/West Coast location eligibility • Availability for shifts covering either 9am ET–5pm ET or 2pm PT–11pm PT

🏖️ Benefits

• Competitive base salary • Equity in the form of options • Comprehensive benefits • Various incentives and stipends • Relocation assistance may be provided for eligible roles • Opportunity for full-time employees to benefit from the company’s success • Inclusive culture and multidisciplinary environment