National Security Tech Support Lead (Remote)

Skydio, Inc.

Northern (KY)

Hybrid

USD 115,000 - 140,000

Full time

2 days ago

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Job summary

Skydio, Inc. is seeking a Manager of Technical Support for National Security.

This remote, full-time role leads two teams—Technical Customer Support Representatives and Field Support Representatives—serving defense and federal government customers with complex product usage issues across Skydio products and BVLOS software. You will drive high first-contact resolution, coach remote teams, and collaborate with cross-functional groups to ensure mission readiness and outstanding customer experiences

Qualifications

5+ years of customer support leadership experience.
5+ years defense/government work in a UAS-related role.
2+ years leading teams for hardware, software and cloud products.
Experience with CRM tools and data-driven decision making.
Willingness for extended hours, weekends, and on-call support.

Responsibilities

Guide daily interactions to successful resolutions; enhance mission effectiveness.
Own operational customer satisfaction and team productivity and growth.
Coach a team to deliver low-effort customer experiences both remotely and on-site.
Collaborate with cross-functional teams to support national defense customers.
Continuously improve processes and policies to enhance experience and efficiency.
Gain product knowledge through frequent use of Skydio products for meaningful interactions.
Partner with the Center of Excellence to shape training, quality management, and CRM efficiency.
Close each day knowing you improved a process or outcome.