Skydio
Sr. Technical Support Representative, National Security Mission Success
US Remote · Senior · Full-time
Sponsorship not specified$75k-$100kDetected 27 days ago
SalesforceCRMCustomer SuccessCustomer SupportZendeskRoboticsCommunicationProblem Solving
About the role
- This role is CONUS-based, with priority for candidates located on the West Coast.
- The role may require travel to regional customer sites up to 10% of the time.
- Use clear, professional, and empathetic written and verbal communication to quickly resolve issues that limit UAS fleet utilization and mission readiness.
Responsibilities
- Develop deep expertise in Skydio drone, controller, cloud, and support products, and 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.
- Serve as a frontline Voice of Customer to Program Management, Product, Engineering, Customer Support, and Mission Success teams to enable continuous product and service improvement based on customer needs.
- Over time, become a Subject Matter Expert in one or more aspects of the Skydio UAS platform and 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 that 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.
- You will act as a trusted technical support partner and frontline Voice of Customer, capturing actionable data and insights that inform product, process, and service improvements across Skydio.
- At Skydio we believe that diversity drives innovation.
- We have created a multidisciplinary environment that embraces the power of diverse perspectives to create elegant solutions for complex problems.
Requirements
- Experience with drones, UAVs, or UAS platforms.
- Experience supporting technical products for professional, enterprise, government, or mission-critical users.
- Ability to travel to regional customer sites up to 10% of the time.
- Experience with multi-channel customer communication, including phone, chat, and email support.
Nice to have
- CRM technology experience, with Zendesk or Salesforce Service Cloud preferred.
- Experience operating within a customer success, retention, renewal, mission success, or customer enablement organization is a plus.
Compensation
- At Skydio, our compensation packages for regular, full-time employees include competitive base salaries, equity in the form of stock options, and comprehensive benefits packages.
Benefits
- Paid vacation time, sick leave, holiday pay and 401K savings plan.
- This position and all associated benefits are subject to applicable federal, state, and local laws, as well as the Company's policies and eligibility criteria.
Company info
- The National Security Mission Success team is a growing international team that provides the broader organization and our customers with technical support, enablement, and mission-readiness services to ensure International Defense and Government customers get the most value out of their Skydio UAS solutions.
- This role will work closely with National Security Mission Success, Customer Support, Program Management, Product, Engineering, and other cross-functional teams to deliver 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.
- 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.
- Skydio is the leading U.S. 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 to first responders, soldiers in battlefield scenarios, and beyond.
- Deliver premier technical support to International Defense and Government customers to drive mission success, customer satisfaction, and confidence in Skydio solutions.
- Collaborate effectively with cross-functional experts to resolve complex technical issues thoroughly and ensure customers receive accurate, actionable guidance.
- We're looking for a highly motivated technical product support professional with UAS experience who is passionate about helping International Defense and Government customers get the most out of their Skydio autonomous UAS investments.
- We are committed to growing our network of people, programs, and resources to nurture an inclusive culture.
This listing is sourced directly from Skydio's careers page and normalized into a canonical job model.