National Security Tech Support Lead (Remote)

Precision Labs

United States

Hybrid

USD 115,000 - 140,000

Full time

14 days+

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Job summary

Skydio is seeking an experienced customer support & field operational leader who has coached remote teams serving defense and federal customers with complex product usage issues. The role leads two teams: Technical Customer Support Representatives and Field Support Representatives, focusing on high first-contact resolution and knowledge transfer.

You will partner with Solution Engineers, Program Management, Product and Engineering to deliver mission-ready support for national defense customers

Qualifications

Minimum 5+ years leading customer support teams with KPIs.
5+ years defense/federal government work in a discipline relevant to UAS.
2+ years leading support teams for hardware, software and cloud products.
CRM tools experience and data-driven decision making.
FAA Part 107 certification encouraged within first 60 days.

Responsibilities

Guide daily customer interactions to successful resolutions and reduce operational risk.
Own customer satisfaction, team productivity, engagement and growth.
Coach and mentor team members to align duties with skills.
Collaborate with cross-functional teams to deliver best-in-class support.
Ensure CRM and knowledge transfer processes are efficient and effective.