Manager, Technical Support

About the role

Skydio is the leading US drone company and the world leader in autonomous flight, the key technology for the future of drones and aerial mobility. The Skydio team combines deep expertise in artificial intelligence, best-in-class hardware and software product development, operational excellence, and customer obsession to empower a broader, more diverse audience of drone users, from utility inspectors https://www.skydio.com/solutions/energy-and-utilities to first responders https://www.skydio.com/solutions/public-safety, soldiers in battlefield scenarios https://www.skydio.com/solutions/national-security/tactical-isr, and beyond https://www.skydio.com/solutions.

About the team:

The Skydio Customer Support team provides assistance to customers flying the world’s most autonomous sUAS on challenging missions to keep people and infrastructure safe 24/7. We work closely with Skydio Solution Engineering and Deployment Engineering teams to accelerate new customer’s time-to-value, and Customer Success Managers and Field Service Representatives to aid customers with expanded operational use of drone technology. This is an exciting opportunity to be part of a team leading the creation and deployment of next-generation Beyond Visual Line of Sight (BVLOS) flying robot operations in Public Safety, Defense, Utility/Infrastructure Inspection, Site Security and other industries.

About the role:

Skydio is seeking an experienced B2B customer support operational leader who has successfully coached and developed remote teams responsible for assisting customers with complex product and operational usage issues. Product scope encompasses drones, docks, attachments & accessories, as well as Drone as First Responder (DFR), flight control software, and the Skydio Cloud and integrations. The team’s goal is high first-contact resolution 20/7, which is critical to minimizing operational disruption and delivering great customer experiences. The team collaborates closely with other Support teams responsible for back office functions (e.g., field service repair & maintenance, logistics, license provisioning) and Field Service Representatives (e.g., customer-specific use case optimization) Customers range across large fleet operations to single drone use, and in UAS program maturity from beginners to sophisticated and mature operations. Using technology from Salesforce Service Cloud to sophisticated IoT telemetry and log analysis tools to AI LLMs, this team prides itself on quickly reaching fact-based resolutions to complex product issues. Team success is measured by KPIs such as CSAT, First Contact Resolution, team development and productivity, and most importantly by customer experience and product engagement.

Location: East/West Coast, open to shifts that may cover weekends/holidays. 9am ET - 5pm ET or 2pm PT - 11pm PT

How you’ll make an impact:

- Guide daily customer interactions to successful resolutions

- Own operational customer satisfaction, productivity and customer support representative (CSR) engagement and growth