Sr. Technical Support Representative, National Security Mission Success

About the role

You will act as the primary technical escalation path for defense and government customers encountering complex operational issues with Skydio UAS. Your daily work will involve owning the full case lifecycle from initial contact through to documented resolution and closure. You will translate ambiguous field problems into precise technical steps that maintain mission continuity for operators in demanding environments. The position requires a deep curiosity about how hardware, software, and cloud services interact to influence flight behavior. You will champion the voice of the customer within engineering and product teams to drive improvements that reduce future support load. This role is responsible for safeguarding mission uptime by providing calm, authoritative guidance during critical situations. You will leverage structured communication to turn technical signal data into practical procedures that pilots and technicians can execute confidently.

Key facts

What you'll do

Establish calm, clear expectations for government clients during high-pressure technical situations that affect operational tempo.

Champion customer requirements and operational constraints to engineering teams to directly shape product improvements and firmware roadmaps.

Trace signal paths through layered hardware, software, and cloud systems to isolate elusive faults that standard diagnostics cannot reveal.

Document every case detail with precision to build a durable knowledge base that enables less experienced handlers to resolve similar issues.

Translate defense policy, regulations, and constraints into practical, executable steps for operators working in contested or denied environments.

Coordinate with program management and engineering teams to align on realistic timelines, risks, and critical deliverables for government milestones.

Test pre-release firmware builds and early access features to catch regressions or edge cases before they impact defense users in the field.

Streamline internal and external documentation so field staff can solve problems independently with fewer back-and-forth queries and escalations.

Perform detailed analysis of flight logs, telemetry, and system telemetry to correlate environmental conditions with technical anomalies.

Serve as a hands-on technical advisor during major incidents, guiding on scene personnel through structured troubleshooting and recovery procedures.

Requirements

Bring verified drone experience handling complex hardware in real-world operational conditions, including exposure to demanding weather and electromagnetic environments.

Hold baseline clearance allowing collaboration on defense and government programs, with the ability to obtain higher levels of security eligibility as required.

Read and interpret signals, telemetry, and data streams to diagnose flight and control system behavior across multiple operational domains.

Manage multiple concurrent technical cases while maintaining precise records, audit trails, and status updates under aggressive timelines.

Communicate clearly with both technical and non-technical stakeholders using structured updates, concise summaries, and actionable recommendations.

Demonstrate strict adherence to US export control regulations, security policies, and compliance requirements when handling sensitive technology.

Apply methodical diagnostic techniques to isolate root causes, avoiding assumptions and relying on verifiable evidence and test results.

Maintain a disciplined approach to case ownership, ensuring timely follow-up, closure verification, and accurate status reporting to stakeholders.

Nice to have

Experience with tactical Intelligence, Surveillance, and Reconnaissance missions and the associated operational constraints, bandwidth limitations, and data handling requirements.

Practical notes

Travel within your region may occur up to 10 percent of your time for on-site support, customer meetings, or cross-functional workshops.

You must meet specific citizenship and clearance requirements for this position, and you are subject to ongoing compliance with US government security policies.

About the team

The National Security Mission Success team is a growing international team. It provides the broader organization and our customers with technical support, enablement, and mission-readiness services. This effort ensures International Defense and Government customers get the most value out of their Skydio UAS solutions. You will work closely with National Security Mission Success, Customer Support, Program Management, Product, Engineering, and other cross-functional teams. The role delivers best-in-class technical support for defense and government customers operating Skydio drones, controllers, cloud products, and related UAS workflows. The team is highly focused on customer enablement, operational readiness, fleet utilization, and continuous improvement through strong technical troubleshooting and Voice of Customer feedback.

About the role

Skydio seeks a highly motivated technical product support professional with UAS experience. The position is passionate about helping International Defense and Government customers get the most out of their Skydio autonomous UAS investments. You will use proven customer support, technical troubleshooting, and communication skills. The role assists Skydio pilots, operators, maintainers, and program stakeholders. You will help them understand product features and resolve software, hardware, controller, and cloud issues. You will apply best practices for safe and effective UAS operations.

When customers need help, you will be responsible and empowered to drive timely resolution. You will use knowledge guides, diagnostic tools, flight data, internal resources, and cross-functional expertise. You will act as a trusted technical support partner and frontline Voice of Customer. You will capture actionable data and insights that inform product, process, and service improvements across Skydio.

How you will make an impact

Deliver premier technical support to International Defense and Government customers to drive mission success, customer satisfaction, and confidence in Skydio solutions.

Develop deep expertise in Skydio drone, controller, cloud, and support products. Proactively seek clarity on areas of ambiguity that may negatively impact customer operations.

Support Skydio pilots, operators, and program stakeholders by troubleshooting technical issues across UAS hardware, software, cloud services, connectivity, diagnostics, and operational workflows.

Use clear, professional, and empathetic written and verbal communication to quickly resolve issues that limit UAS fleet utilization and mission readiness.

Serve as a frontline Voice of Customer to Program Management, Product, Engineering, Customer Support, and Mission Success teams. Enable continuous product and service improvement based on customer needs.

Collaborate effectively with cross-functional experts to resolve complex technical issues thoroughly and ensure customers receive accurate, actionable guidance.

Over time, become a Subject Matter Expert in one or more aspects of the Skydio UAS platform. Share your knowledge freely with team members to build a high-trust, high-performance support culture.

Engage in pre-release product dogfooding and provide feedback that helps Skydio deliver the highest quality product experience possible for defense and government users.

Proactively participate in building and improving support processes, escalation paths, documentation, and troubleshooting workflows. These enhance the customer experience.

Own your work, maintain strong case hygiene, and contribute to operational excellence, low-effort support experiences, and high-quality customer outcomes.