# Manager, Technical Support
**Company:** [Skydio](https://hotfix.jobs/companies/skydio)
**Location:** Remote
**Salary:** $100K-$130K
**Experience:** 2+ years
**Skills:** Salesforce Service Cloud, Jira, Databricks, Iot, AI, CRM, Salesforce, Telemetry, Log Analysis, LLMs
**Posted:** 2026-05-13
> Leads remote technical support team handling complex issues for drones, software, and cloud products. Coaches CSRs for high first-contact resolution, owns KPIs like CSAT, and collaborates on processes using tools like Salesforce and AI.
## Job Description
## Responsibilities
- Guide daily customer interactions to successful resolutions
- Own operational customer satisfaction, productivity and customer support representative (CSR) engagement and growth
- Directly contribute to building a strong, positive Skydio Brand by coaching a team that creates and delivers low-effort customer support experiences
- Directly contribute to imagining and evolving what Skydio Support is as the company, its products, the UAS industry, and customers rapidly evolve and mature
- Continuously improve processes and policies to enhance customer experience, team engagement, and operational efficiency
- Gain first-hand product knowledge from frequent use of Skydio products sufficient to engage in meaningful customer interactions and 1:1 conversations
- Collaborate with the Skydio Mission Success Center of Excellence team to shape team training, quality management, and CRM efficiency and effectiveness

## Requirements
- 2+ years of progressive customer support leadership experience, including direct people management and ownership of operational KPIs
- 2+ years proven effectiveness at leading Support teams responsible for hardware, software and cloud products
- Prior B2B field service maintenance and repair experience is a plus
- Prior experience with UAS, robotics, and/or Internet of Things (IoT) products is a plus
- Passion for driving successful customer outcomes in every engagement
- Thrive on coaching and mentoring team members to achieve their best, and to align their work responsibilities to skills and capabilities
- Empathy, motivation and ability to engage directly with customers to understand a situation and drive to a resolution – "be able to jump in and work a case"
- Confidence to move quickly, have introspection to absorb the wisdom of others
- Self-directing, able to work effectively in times of stability as well as rapid change
- Inquisitive and efficient learner in a sea of rapid change, be willing to take on new challenges and figure it out on the fly
- Lead by example, be willing to help out with whatever is needed to get a customer situation resolved
- Deep experience and appreciation for CRM and related tools, including **Salesforce Service Cloud**, **Jira**, **Databricks** or equivalents
- Applied AI experience, anchored to an understanding of AI technology and its practical application in customer support scenarios
- Data-driven, which means using an analytical mindset to guide actions, and being able to create analytical tools to inform decisions
- Willingness to work extended hours, weekends, holidays and on-call support as needed

## Compensation
- Annual base salary range: **$100,000 - $130,000**
- Equity in the form of options
- Comprehensive benefits
- Various incentives and stipends
- Relocation assistance may be provided for eligible roles
**Apply:** https://hotfix.jobs/jobs/manager-technical-support-at-skydio-96e1b626-eeb9-4506-a1f5-c2dcb5204cba
**Canonical:** https://hotfix.jobs/jobs/manager-technical-support-at-skydio-96e1b626-eeb9-4506-a1f5-c2dcb5204cba