Sr. Technical Support Representative, National Security Mission Success

Skydio

48d•$75,000 - $100,000•Onsite

About The Position

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. 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. You’ll use your proven customer support, technical troubleshooting, and communication skills to assist Skydio pilots, operators, maintainers, and program stakeholders in understanding product features, resolving software, hardware, controller, and cloud issues, and applying best practices for safe and effective UAS operations. When customers need help, you will be responsible and empowered to drive timely resolution using 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, capturing actionable data and insights that inform product, process, and service improvements across Skydio. 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.

Requirements

Experience with drones, UAVs, or UAS platforms.
Previous customer support experience in defense, government, public safety, utilities, transportation, infrastructure, or similarly complex operational environments.
Experience supporting technical products for professional, enterprise, government, or mission-critical users.
Strong technical troubleshooting and problem-solving skills, with familiarity in triage, escalation, and case management workflows.
Ability to travel to regional customer sites up to 10% of the time.

Nice To Haves

5-7 years of technical support experience, preferably supporting hardware, software, cloud, IoT, robotics, aviation, UAS, or other complex technical products.
Experience working with Defense, Government, Federal, Public Safety, or other mission-oriented customers is strongly preferred.
Adept at diagnosing technical issues across hardware, software, cloud services, connectivity, and customer operating environments.
Assertive self-starter with impeccable verbal and written communication skills, strong attention to detail, and the ability to manage time effectively across competing priorities.
Comfortable collaborating with team members, cross-functional partners, and technical experts to resolve complex issues while actively sharing knowledge and expertise.
Inquisitive troubleshooter with a passion for drone, cloud, and IoT technology, along with a strong desire to learn new skills and grow with Skydio.
Experience with multi-channel customer communication, including phone, chat, and email support.
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.
A strong desire for feedback and continuous improvement to learn, grow, and perform duties more efficiently.
Unwavering professionalism, sound judgment, and the ability to support customers operating in complex and high-priority environments.

Responsibilities

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, 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.
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 to 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 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.