Manager, Technical Support National Security
New
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SkydioDrones and Robotics
US RemoteFull-TimeManager
Salary$115,000 - $140,000
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Job Details
- Experience
- 5+ years of customer support leadership experience; 5+ years of defense/federal government work experience; 2+ years leading Support teams for hardware, software and cloud products.
- Required Skills
- Data AnalysisIoTPeople ManagementJiraDatabricksTechnical support
Requirements
- 5+ years of customer support leadership experience including direct people management and operational KPI ownership.
- 5+ years of defense/federal government work experience in a discipline relevant to UAS.
- 2+ years proven effectiveness leading Support teams responsible for hardware, software and cloud products.
- Experience with CRM tools such as Salesforce Service Cloud, Jira, or Databricks is a plus.
- Data-driven mindset with the ability to create analytical tools to inform decisions.
- Ability to work extended hours, weekends, holidays, and on-call when mission demands.
- Ability to obtain FAA Part 107 certification within the first 60 days.
- Strong coaching and mentoring capabilities.
- Experience with UAS, robotics, or IoT products is preferred.
- Applied AI experience in customer support scenarios is a plus.
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.
- Directly contribute to building a strong, positive Skydio Brand by coaching a team that creates and delivers low-effort customer support experiences both remotely and in-person.
- Continuously improve processes and policies to enhance customer experience, team engagement, and operational efficiency.
- Gain first-hand product knowledge through frequent use of Skydio products for internal and external engagements.
- Collaborate with the Mission Success Center of Excellence team to shape training, quality management, and CRM efficiency.
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