[Hiring] Manager, Technical Support @Skydio

Role Description

Skydio is seeking an experienced customer support & field operational leader who has successfully coached and developed remote teams responsible for assisting defense and federal government customers with complex product and operational usage issues. Product scope encompasses all Skydio products, including Blue UAS/NDAA drones, docks, attachments & accessories, as well as OnPrem and Cloud BVLOS flight control software, and ATEK and other integrations.

• This role is responsible for 2 functional teams:
  • Technical Customer Support Representatives (TCSR) who respond to inbound customer cases.
  • Field Support Representatives (FSR) who engage onsite with customers spanning a wide range of operational optimization and usage issues.
• The TCSR team’s goal is high first-contact resolution 20/7, which is critical to minimizing operational disruption and delivering great customer experiences.
• The FSR team’s goal is to provide knowledge transfer and best practices to up range teams.
• The NatSec support team collaborates closely with other Commercial-focused Support teams and back office functions (e.g., field service repair & maintenance, logistics, license provisioning).
• Team success is measured by KPIs such as CSAT, First Contact Resolution, team development and productivity, and customer experience and product engagement.

Qualifications

• 5+ years of customer support leadership experience, including direct people management and ownership of operational KPIs.
• 5+ years of defense / federal government work experience in a discipline relevant to UAS (e.g., UAS operations, maintenance, reconnaissance, etc.).
• 2+ years proven effectiveness at leading Support teams responsible for hardware, software and cloud products.
• Prior experience with UAS, robotics, and/or Internet of Things (IoT) products is a plus.
• A passion for driving successful up range and down range operator outcomes in every engagement.
• Thrive on coaching and mentoring team members with decades of professional experience.
• Empathy, motivation and ability to engage directly with defense/government customers.
• Maintain directional perspective in the face of uncertainty.
• Self-directing, able to work effectively in times of stability as well as rapid change.
• Being an inquisitive and efficient learner in a sea of rapid change.
• Lead by example, willing to help out with whatever is needed to get a customer situation resolved.
• Experience and appreciation for Customer Relationship Management (CRM) and related tools.
• Applied AI experience, anchored to an understanding of AI technology and its practical application in customer support scenarios is a plus.
• Data-driven, using an analytical mindset to guide actions.
• Willingness to work extended hours, weekends, holidays and on-call support when the mission demands it.

Requirements

• Obtaining FAA Part 107 certification within the first 60 days of employment is strongly encouraged for all Skydio employees and required for certain positions.

Benefits

• Competitive base salaries.
• Equity in the form of stock options.
• Comprehensive benefits packages.
• Relocation assistance may be provided for eligible roles.
• Annual base salary range for this position is $115,000 - $140,000.
• Eligible for group health insurance plans.
• Paid vacation time, sick leave, holiday pay and 401K savings plan.