Manager, Technical Support

Responsibilities

• Guide daily customer interactions to successful resolutions.
• Own operational customer satisfaction, productivity, and customer support representative engagement and growth.
• Coach a team to deliver low-effort customer support experiences and strengthen the company brand.
• Evolve the support organization as the company, products, UAS industry, and customers mature.
• Improve processes and policies to enhance customer experience, team engagement, and operational efficiency.
• Build first-hand product knowledge through frequent use of Skydio products and meaningful customer interactions.
• Collaborate with the Mission Success Center of Excellence team on training, quality management, and CRM efficiency.
• Work scheduled shifts that may include weekends, holidays, extended hours, and on-call support.

Requirements

• 2+ years of progressive customer support leadership experience, including direct people management and ownership of operational KPIs.
• 2+ years of experience leading support teams responsible for hardware, software, and cloud products.
• Passion for driving successful customer outcomes.
• Experience coaching and mentoring team members.
• Ability to engage directly with customers, understand situations, and drive resolutions.
• Self-directed and effective in both stable and rapidly changing environments.
• Ability to learn efficiently, take on new challenges, and solve problems independently.
• Willingness to lead by example and help resolve customer situations.
• Deep experience with CRM and related tools.
• Applied AI experience and understanding of AI technology and its practical use in customer support.
• Analytical mindset and ability to create tools that inform decisions.

Nice-to-haves

• B2B field service maintenance and repair experience.
• Experience supporting UAS, robotics, or Internet of Things products.
• Salesforce Service Cloud, Jira, or Databricks experience.

Compensation and Benefits

• Annual base salary range: $100,000–$130,000.
• Full-time employees receive competitive base salaries, equity options, comprehensive benefits, incentives, and stipends.
• Relocation assistance may be available for eligible roles.