Sr. Technical Support Representative, National Security Mission Success

This role provides premier technical support to International Defense and Government customers using Skydio UAS solutions. You will troubleshoot hardware, software, and cloud issues, act as a Voice of Customer to inform product improvements, and collaborate with cross-functional teams to ensure mission readiness and customer satisfaction.

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.

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 have

• 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.

Benefits

• 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. Compensation will vary based on factors, including skill level, proficiencies, transferable knowledge, and experience. Relocation assistance may also be provided for eligible roles. The annual base salary range for this position is $75,000 - $100,000*. Fundamentally, we believe that equity is the key to long-term financial growth, and we ensure all regular, full-time employees have the opportunity to significantly benefit from the company's success. Regular, full-time employees are eligible to enroll in the Company’s group health insurance plans. Regular, full-time employees are eligible to receive the following 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.