Manager, Technical Support
Core
Lead a B2B customer support team resolving complex operational and product usage issues for autonomous drone systems.
Role type
Senior IC customer support manager (B2B hardware/software)
Builds
Customer support operations for autonomous sUAS, flight control software, and cloud integrations
Domain
Defense, Public Safety, Utility/Infrastructure Inspection, Site Security
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
B2B customer support leadership, team coaching and development, operational KPI ownership, hardware/software/cloud product support, CRM proficiency, data-driven decision making, applied AI understanding, process improvement
Preferred skills
B2B field service maintenance and repair experience, UAS/robotics/IoT product experience
Technologies
Salesforce Service Cloud, Jira, Databricks
Responsibilities
Guide daily customer interactions to successful resolutions, own operational customer satisfaction and team productivity, coach team members to achieve best outcomes, continuously improve support processes and policies, collaborate with Mission Success Center of Excellence on training and quality management, gain first-hand product knowledge through frequent use of Skydio products
Seniority
Manager, hands-on IC with direct people management
