# Manager, Technical Support

**Company:** [Skydio](https://hotfix.jobs/companies/skydio)
**Location:** Remote
**Role:** Customer Support
**Salary:** $100k – $130k/yr
**Experience:** 5+ years
**Skills:** salesforce service cloud, Jira, Databricks, artificial intelligence, internet of things, uas, Robotics, CRM, iot telemetry, log analysis
**Posted:** 2026-08-06

> Leads a remote B2B technical support team serving complex drone, software, cloud, and operational use cases. The role manages people and operational KPIs while coaching representatives, improving support processes, and driving customer resolutions.

## Job Description

## 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.

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**Apply:** https://hotfix.jobs/jobs/ffeb1745-ea51-46ac-a589-a540e7eba739
**Canonical:** https://hotfix.jobs/jobs/ffeb1745-ea51-46ac-a589-a540e7eba739