Manager, Technical Support
New
S
SkydioDrone Technology
This is an office or remote-based position, one based in the Eastern Timezone (skewed to early start-of-day) and the other based on the Pacific Timezone (skewed to later start-of-day)., Eastern Timezone (EST/EDT) or Pacific Timezone (PST/PDT)Full-TimeManager
Salary100,000 - 130,000 USD per year
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Job Details
- Experience
- 2+ years of progressive customer support leadership experience
- Required Skills
- Artificial IntelligenceIoTPeople ManagementJiraTechnical supportData analyticsDatabricks
Requirements
- 2+ years of progressive customer support leadership experience
- Direct people management experience
- Experience managing hardware, software, and cloud support teams
- Deep experience with CRM tools (Salesforce Service Cloud, Jira, Databricks or equivalents)
- Applied AI experience in customer support
- Analytical mindset and ability to create analytical tools
- Strong coaching and mentoring skills
- Ability to work extended hours, weekends, holidays, and on-call
- Experience with UAS, robotics, or IoT products is a plus
Responsibilities
- Guide daily customer interactions to successful resolutions
- Own operational customer satisfaction, productivity and CSR engagement
- Coach team members to create and deliver low-effort customer support experiences
- Continuously improve processes and policies to enhance efficiency and experience
- Gain product knowledge from frequent use of Skydio products
- Collaborate with the Mission Success Center of Excellence on training and CRM effectiveness
- Directly engage with customers to understand and resolve complex situations
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