Manager, Technical Support

Skydio
United States
Workplace: RemoteFull timeUSD 100,000 - 130,000 annuallyFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Coaching","Mentoring","Customer empathy","Data-driven decision making","Self-directed learning"]

Lead a remote B2B customer support team handling complex product and operational issues across Skydio drones, docks, attachments, DFR, flight control software, and Skydio Cloud integrations. Coach and develop representatives to drive high first-contact resolution and measured customer KPIs like CSAT and productivity. Partner with Solution Engineering, Deployment Engineering, and field teams to improve training, quality management, and CRM efficiency while continuously refining support processes for fast-evolving BVLOS use cases.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Skydio
Skydio
23 hours ago

Manager, Technical Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Lead a remote B2B customer support team handling complex product and operational issues across Skydio drones, docks, attachments, DFR, flight control software, and Skydio Cloud integrations. Coach and develop representatives to drive high first-contact resolution and measured customer KPIs like CSAT and productivity. Partner with Solution Engineering, Deployment Engineering, and field teams to improve training, quality management, and CRM efficiency while continuously refining support processes for fast-evolving BVLOS use cases.
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 for complex product and operational usage issues.
  • •Own operational customer satisfaction, productivity, and CSR engagement and growth.
  • •Coach a remote support team to create and deliver low-effort customer experiences.
  • •Continuously improve processes and policies to enhance customer experience, team engagement, and operational efficiency.
  • •Collaborate with the Mission Success Center of Excellence to shape training, quality management, and CRM efficiency/effectiveness.

Pay and Benefits

Salary: USD 100,000 - 130,000 annually
Perks:EquityRelocation

Key Requirements

  • •2+ years of progressive customer support leadership experience with direct people management and ownership of operational KPIs.
  • •Experience leading Support teams responsible for hardware, software, and cloud products (2+ years), ideally with UAS, robotics, and/or IoT products.
  • •Deep experience and appreciation for CRM and related tools, including Salesforce Service Cloud, Jira, Databricks or equivalents.
  • •Applied AI experience grounded in understanding AI technology and practical application in customer support scenarios.
  • •Ability to coach, mentor, and jump into cases as needed while working extended hours, weekends/holidays, and on-call support as required.
Experience:2+ yearsB2BUASRoboticsInternet of Things (IoT)HardwareSoftwareCloud
Skills:CoachingMentoringCustomer empathyData-driven decision makingSelf-directed learning
Tech Stack:Salesforce Service CloudJiraDatabricksIoT telemetryLog analysisAI LLMsCRM

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