# Manager, Technical Support National Security

**Company:** [Skydio](https://hotfix.jobs/companies/skydio)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $115k – $140k/yr
**Experience:** 5+ years
**Skills:** Uas Operations, Uas Maintenance, Defense Operations, Customer Support, People Management, Kpi Management, Salesforce Service Cloud, Jira, Databricks, Iot, AI, Data Analysis, Cloud Software, Hardware Troubleshooting, Faa Part 107
**Posted:** 2026-08-20

> Leads remote technical and field support teams serving defense and federal government customers using Skydio drone, dock, cloud, and BVLOS products. The role requires substantial customer-support leadership, defense or federal UAS experience, direct people management, KPI ownership, and strong analytical skills.

## Job Description

## 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.

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