Manager, Technical Support
Job description
About the role
You will own the end-to-end customer support experience for Skydio's B2B clients, guiding complex issue resolution from initial contact through final closure. This role requires deep accountability for operational performance, team development, and customer satisfaction in a high-stakes, mission-critical environment. You will directly influence how customers perceive the reliability and intelligence of Skydio's autonomous systems. The position demands a hands-on leader who thrives on solving difficult problems and turning challenging technical situations into positive brand moments. You will be responsible for shaping the support strategy to ensure minimal operational disruption for users in the field. This includes mentoring team members to deliver consistent, empathetic, and effective technical assistance. Ultimately, you will drive the success of the Support organization by aligning team efforts with evolving product capabilities and customer needs.
Key facts
What you'll do
Investigate intricate product issues using data from Salesforce Service Cloud, IoT telemetry, and log analysis tools to determine root causes.
Lead the coaching and development of a distributed customer support team to improve their product knowledge and troubleshooting effectiveness.
Analyze support metrics and customer feedback to identify systemic issues and drive improvements to products and processes.
Collaborate with Solution Engineering and Deployment Engineering teams to translate complex customer problems into actionable product insights.
Partner with Field Service Representatives to optimize customer-specific use cases and ensure alignment between support and field operations.
Develop and refine standard operating procedures for handling high-priority incidents and complex drone as a first responder scenarios.
Utilize AI LLMs and sophisticated monitoring tools to accelerate fact-based resolutions for difficult technical cases.
Own the customer journey for large fleet operations, ensuring continuity and clarity from initial onboarding through mature program usage.
Maintain current product knowledge of drones, docks, attachments, accessories, flight control software, and the Skydio Cloud ecosystem.
Establish a quality management framework to evaluate support interactions and ensure adherence to high service standards.
Work flexible shifts covering East/West Coast windows and potential weekends or holidays to provide 20/7 critical support coverage.
Engage directly with customers to understand nuanced situations and guide them through resolution steps with confidence.
Synthesize insights from support interactions to inform the Mission Success Center of Excellence on training and CRM enhancements.
Close out each operational day with a focus on continuous improvement for the support organization and the customer experience.
Requirements
Possess 2+ years of progressive customer support leadership experience, including direct people management and ownership of operational KPIs.
Have 2+ years of proven effectiveness leading support teams responsible for hardware, software, and cloud products in a B2B context.
Demonstrate prior experience with UAS, robotics, and/or Internet of Things (IoT) products, which is a distinct advantage for this role.
Show a passion for driving successful customer outcomes in every engagement, even when issues are technically complex.
Thrive on coaching and mentoring team members to achieve their best performance and align their work with their skills.
Exhibit empathy, motivation, and the ability to engage directly with customers to understand situations and drive resolutions.
Have the confidence to move quickly and the introspection to absorb the wisdom of others during high-pressure incidents.
Be self-directing, able to work effectively during periods of stability as well as rapid change and ambiguity.
Be an inquisitive and efficient learner in a fast-paced environment, willing to take on new challenges and figure out solutions independently.
Maintain strong written and verbal communication skills to interact with technical and non-technical stakeholders.
Nice to have
Previous experience in public safety, defense, utility, or infrastructure inspection sectors is highly valued.
Familiarity with drone as a first responder (DFR) operations and associated regulatory considerations.
Understanding of beyond visual line of sight (BVLOS) operations and the associated technology stack.
Practical notes
Location: US Remote
Engagement: Full-time
Shifts: East/West Coast, open to shifts that may cover weekends/holidays. 9am ET - 5pm ET or 2pm PT - 11pm PT