Sr. Technical Support Representative, National Security Mission Success

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.

About the Team

About the Role

• 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.

• 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.

• Highlight concrete Salesforce experience: in your resume and interview, detail the exact objects, automation (flows, Apex triggers), and case‑resolution metrics you’ve managed (e.g., average response time < 2 hrs, CSAT ≥ 95 %). Bring a short PDF “Support Dashboard” you built in Excel that visualizes ticket volume, SLA compliance, and trend analysis for national‑security‑related customers.
• Build a one‑page “Drone‑Support Playbook” that maps typical Skydio mission‑critical issues (e.g., firmware roll‑backs, encrypted data link failures) to troubleshooting steps, required security clearances, and escalation paths. Attach this as a portfolio piece or discuss it during the technical interview to show domain knowledge and proactive documentation skills.
• Demonstrate familiarity with Skydio’s autonomous‑flight ecosystem: set up a home‑lab demo using the Skydio app (or a publicly available SDK demo) and record a 2‑minute walkthrough of how you’d diagnose a “lost‑link” event remotely, emphasizing data security protocols and coordination with the National Security team. Include the video link in your application or bring it up in the interview.
• Emphasize remote‑work reliability: list the exact hardware/software stack you use (e.g., dual monitors, VPN with MFA, high‑speed fiber connection, ticketing integration via Salesforce‑Einstein). Prepare a brief “Remote‑Support SLA” table that shows your uptime, average handle time, and hand‑off procedures to on‑site engineers—this aligns with Skydio’s operational‑excellence culture.
• When negotiating, reference current market data for senior technical support roles in the aerospace/defense sector (e.g., $115‑$135 k base plus 10‑15 % annual bonus). Ask about a “remote‑work stipend” for equipment upgrades and a “security‑clearance bonus” if you already hold or can obtain the required clearance, positioning the request as a win‑win for mission‑critical readiness.