Skydio
drone
Manager,TechnicalSupport
Neural analysis suggests this role is
optimal for Mid candidates.
“Manager, Technical Support at Skydio. Skills: customer support leadership, operational KPIs, hardware, software and cloud products, AI technology, analytical mindset. Guide daily customer interactions to successful resolutions. Own operational customer satisfaction, productivity and customer support representative (CSR) engagement and growth”
What You'll Achieve.
high first-contact resolution 20/7; minimizing operational disruption; delivering great customer experiences; CSAT; First Contact Resolution; team development and productivity; customer experience and product engagement
Industry & Context.
quickly reaching fact-based resolutions to complex product issues; using an analytical mindset to guide actions; being able to create analytical tools to inform decisions
Willingness to work extended hours, weekends, holidays and on-call support as needed
What They're Looking For.
Must Have
2+ years of progressive customer support leadership experience, including direct people management and ownership of operational KPIs, 2+ years proven effectiveness at leading Support teams responsible for hardware, software and cloud products, Applied AI experience, anchored to an understanding of AI technology and its practical application in customer support scenarios, Data-driven, which means using an analytical mindset to guide actions, and being able to create analytical tools to inform decisions
Nice to Have
Prior B2B field service maintenance and repair experience is a plus, Prior experience with UAS, robotics, and/or Internet of Things (IoT) products is a plus
What You'll Do.
Guide daily customer interactions to successful resolutions
Own operational customer satisfaction
productivity and customer support representative (CSR) engagement and growth
Directly contribute to building a strong
positive Skydio Brand by coaching a team that creats and delivers low-effort customer support experiences
Directly contribute to imagining and evolving what Skydio Support is as the company
and customers rapidly evolve and mature
Continuously improve processes and policies to enhance customer experience
and operational efficiency
Gain first-hand product knowledge from frequent use of Skydio products sufficient to engage in meaningful customer interactions and 1: 1 conversations
Collaborate with the Skydio Mission Success Center of Excellence team to shape team training
and CRM efficiency and effectiveness
Close out each day with the knowledge that you’ve made something better
How You'll Work.
Team & Collaboration
work closely with Skydio Solution Engineering and Deployment Engineering teams; work closely with Customer Success Managers and Field Service Representatives; collaborates closely with other Support teams responsible for back office functions; collaborate with the Skydio Mission Success Center of Excellence team
Full Job Description
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 r
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