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: 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. ABOUT THE ROLE: 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. HOW YOU’LL MAKE AN IMPACT: - 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 continuo…