National Security Tech Support Director

Skydio; United States; On-site; USD 115,000 - 140,000; Full time

Job summary

Skydio is seeking an experienced customer support & field operational leader for national defense and government customers. You will lead two teams—Technical Customer Support Representatives and Field Support Representatives—delivering fact-based resolutions, coaching remote and on-site teams, and ensuring high CSAT and First Contact Resolution.

This role collaborates with Solution Engineers, Product, and cross-functional teams to advance UAS support and BVLOS operations.

Qualifications

• 5+ years of customer support leadership with KPI ownership.
• 5+ years defense/federal government experience related to UAS.
• 2+ years leading teams responsible for hardware, software and cloud products.
• Experience with CRM tools and data-driven decision making.

Responsibilities

• Guide daily customer interactions to resolutions that enhance mission effectiveness.
• Own customer satisfaction, team productivity, engagement and growth.
• Coach teams to deliver low-effort, high-quality experiences remotely and in person.
• Collaborate with cross-functional teams to evolve Skydio support for national defense customers.
• Improve processes and CRM efficiency with data-driven insights.
• Gain deep product knowledge to inform customer interactions and 1:1 conversations.

Skills

Customer leadership

Defense experience

Team leadership

CRM analytics

Remote management

UAS knowledge

AI in support

Communication skills

Tools

Salesforce Service Cloud

Jira

Databricks

Job description

Skydio is seeking an experienced customer support & field operational leader for national defense and government customers. You will lead two teams—Technical Customer Support Representatives and Field Support Representatives—delivering fact-based resolutions, coaching remote and on-site teams, and ensuring high CSAT and First Contact Resolution.

This role collaborates with Solution Engineers, Product, and cross-functional teams to advance UAS support and BVLOS operations.