Manager, Technical Support National Security
New
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SkydioDefense Drone Technology
Remote United StatesFull-TimeManager
Salary$115,000 - $140,000
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Job Details
- Experience
- 5+ years of customer support leadership; 5+ years of defense/federal government work
- Required Skills
- Data AnalysisJiraDatabricksTechnical support
Requirements
- 5+ years of customer support leadership experience with direct people management.
- 5+ years of defense/federal government work experience in a discipline relevant to UAS.
- 2+ years of experience leading support teams responsible for hardware, software, and cloud products.
- Proven experience with operational KPIs (CSAT, First Contact Resolution).
- Analytical mindset with experience in data-driven decision making and tool creation.
- Ability to work effectively in both stable and rapidly changing environments.
- Willingness to work extended hours, weekends, holidays, and on-call when mission demands it.
- Strong coaching and mentoring capabilities for experienced team members.
- Experience with CRM tools such as Salesforce Service Cloud, Jira, or Databricks.
- Ability to obtain FAA Part 107 certification within the first 60 days of employment.
Responsibilities
- Guide daily customer interactions to successful resolutions that enhance mission effectiveness.
- Own operational customer satisfaction, team productivity, engagement, and growth.
- Coach a team to deliver high-quality support experiences remotely and in-person.
- Collaborate with cross-functional teams like Solution Engineering, Program Management, and Product.
- Continuously improve support processes and policies to enhance operational efficiency.
- Analyze data to inform decisions and create tools for team performance tracking.
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