Manager, Technical Support National Security

Skydio
United States
Workplace: RemoteFull timeUSD 115,000 - 140,000 annuallyFunction: Customer Support (Service Desk)Experience: 5+ yearsSkills: ["Leadership","Coaching","Mentoring","Empathy","Data-driven","Analytical mindset"]

Lead the National Security technical support organization, guiding remote customer case resolutions and onsite enablement for defense and federal government users. Manage two support functions—TCSR for fast first-contact resolution and FSR for field-facing operational optimization and knowledge transfer. Drive customer satisfaction and operational KPIs, improve support processes, and use Salesforce Service Cloud, telemetry/log analysis, and AI tools to deliver fact-based resolutions for hardware, software, and BVLOS systems.

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Skydio
Skydio
1 day ago

Manager, Technical Support National Security

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Lead the National Security technical support organization, guiding remote customer case resolutions and onsite enablement for defense and federal government users. Manage two support functions—TCSR for fast first-contact resolution and FSR for field-facing operational optimization and knowledge transfer. Drive customer satisfaction and operational KPIs, improve support processes, and use Salesforce Service Cloud, telemetry/log analysis, and AI tools to deliver fact-based resolutions for hardware, software, and BVLOS systems.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key 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.
  • •Coach a team delivering low-effort customer support experiences both remotely and in-person.
  • •Improve processes and policies to enhance customer experience, team engagement, and operational efficiency.
  • •Collaborate on training, quality management, and CRM efficiency to strengthen mission readiness and support effectiveness.

Pay and Benefits

Salary: USD 115,000 - 140,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceEquityPaid LeaveHoliday Pay401kRelocation

Key Requirements

  • •5+ years of customer support leadership experience with direct people management and operational KPI ownership.
  • •5+ years of defense or federal government work experience in a discipline relevant to UAS (e.g., UAS operations, maintenance, reconnaissance).
  • •2+ years leading support teams responsible for hardware, software, and cloud products; prior experience with UAS, robotics, and/or IoT is a plus.
  • •Proficiency with CRM and related tools, including Salesforce Service Cloud; experience with tools such as Jira and Databricks (or equivalents) is a plus.
  • •A data-driven approach with an analytical mindset, plus the ability to jump in to work complex cases and work extended hours/on-call when mission demands it.
Experience:5+ yearsDefenseFederal governmentUASRoboticsInternet of Things (IoT)
Skills:LeadershipCoachingMentoringEmpathyData-drivenAnalytical mindset
Certifications:FAA Part 107
Tech Stack:Salesforce Service CloudIoT telemetryLog analysisAI LLMsJiraDatabricksCRM

Company Brief

Skydio
Designs and manufactures autonomous consumer and enterprise drones using AI-powered vision and navigation systems for inspection, mapping, public safety, and industrial applications. Focuses on rugged, fully autonomous flight and end-to-end drone solutions.
Industry: Drones & Aerial Logistics
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series D
Headquarters: San Mateo, United States
Founded: 2014
WebsiteLinkedIn