Manager, Technical Support National Security

Responsibilities

• Lead Technical Customer Support Representatives and Field Support Representatives supporting defense and federal government customers.
• Guide customer interactions to successful resolutions, reduce operational risk, and improve mission effectiveness.
• Own customer satisfaction, team productivity, engagement, and development KPIs.
• Coach teams delivering remote and in-person support experiences.
• Improve support processes, policies, training, quality management, and CRM efficiency.
• Build product knowledge across drones, docks, attachments, accessories, BVLOS flight-control software, and integrations.
• Collaborate with Solution Engineering, Program Management, Product, Engineering, Mission Success, field service, logistics, and licensing teams.
• Use customer feedback and data analysis to improve product engagement and operational readiness.
• Provide direct case support and customer engagement when needed.
• Work extended hours, weekends, holidays, and infrequent on-call shifts when mission demands require it.

Requirements

• 5+ years of customer support leadership experience, including direct people management and operational KPI ownership.
• 5+ years of defense or federal government experience relevant to UAS, such as UAS operations, maintenance, or reconnaissance.
• 2+ years leading support teams responsible for hardware, software, and cloud products.
• Experience coaching and mentoring experienced team members.
• Ability to work directly with defense and government customers and drive issues to resolution.
• Strong analytical and data-driven decision-making skills, including creating analytical tools.
• Ability to work effectively during both stable and rapidly changing conditions.
• FAA Part 107 certification is strongly encouraged within the first 60 days and required for certain positions.

Nice-to-haves

• Experience with UAS, robotics, or Internet of Things products.
• Experience with Salesforce Service Cloud, Jira, Databricks, or equivalent tools.
• Applied AI experience in customer support scenarios.

Compensation and Benefits

• Annual base salary: $115,000–$140,000 USD.
• Equity through stock options.
• Health insurance plans.
• Paid vacation, sick leave, holiday pay, and 401(k) savings plan.
• Relocation assistance may be available for eligible roles.