Field Support Representative Manager, National Security

About the Role

Skydio is seeking an experienced field operations leader to manage our US National Security Field Support Representative (FSR) team.

FSRs are Skydio's on-site technical experts for defense and federal government customers, delivering fielding, training, troubleshooting, maintenance, and repair support across the full Skydio product portfolio. You will lead this team, set the standards for how field support is delivered, and align FSR coverage to each National Security portfolio so customers receive consistent, mission-ready support. This is primarily a leadership role, but you will also deploy to the field for high-priority events and surge support, and to stay close to customers and our products.

This role reports to the Head of National Security Programs within the Mission Success organization and partners closely with Program Management, Sales, Solutions Engineering, Customer Support, Training, Product, Engineering, Service Operations, and Logistics.

Team leadership and development

• Hire, onboard, coach, and develop FSRs, setting clear expectations for performance, certification, and professional growth
• Make sure every FSR is certified as a Skydio operator and keep skills current as products and software evolve
• Build a team culture of ownership, technical excellence, and customer obsession

Coverage and utilization

• Assign FSRs to National Security portfolios and accounts, balancing customer demand, contract requirements, travel, and surge needs
• Track FSR utilization and account allocation monthly to support cost reporting and staffing decisions
• Forecast staffing needs, including paid field services that are starting, renewing, or ending

Field support standards

• Establish consistent processes for fielding events, enablement delivery, troubleshooting, incident investigations, RMAs, and trouble tickets
• Own weekly and monthly FSR reporting so that activity, case counts, and field issues are reported consistently and on time
• Make sure every field issue and escalation has a clear owner and is driven to closure
• Develop and maintain field standards such as pack-out, inspection, and maintenance procedures

Mission readiness

• Partner with Program Managers to plan and support major fieldings, demonstrations, exercises, and operational deployment preparation events
• Reduce escalations into Engineering by strengthening triage, root cause analysis, and resolution in the field
• Capture field feedback and operational trends and brief Product, Engineering, and Training to influence priorities

Field work

• Deploy for high-priority fieldings, customer events, and surge support, and fill coverage gaps when needed
• Engage directly with operators, maintainers, and unit leadership to build trust and understand mission needs

What Makes You a Good Fit

• 5+ years of experience in field support, field service, or UAS operations and maintenance, gained in military, law enforcement, or federal agency roles or supporting defense and federal government customers
• 3+ years of direct people management, leading distributed or deployed technical teams
• Hands-on experience operating, maintaining, and troubleshooting UAS or similar complex hardware and software systems
• Experience planning and executing equipment fieldings, new equipment training, or sustainment for military, law enforcement, or government units
• Experience setting team processes, standards, and KPIs, and using data to manage performance and utilization
• Familiarity with RMA, spares, logistics, and repair workflows
• Strong written and verbal communication skills, including concise leadership updates and clear technical discussions with operators and engineers
• Ability to operate independently with high ownership in a fast-moving, mission-driven environment

Nice to Have

• Military, law enforcement, or other federal agency experience, especially in UAS, aviation, maintenance, or deployed operational roles
• Experience with Skydio products, Dock-based or BVLOS operations, TAK, or tactical radios and networking
• Experience with Salesforce Service Cloud, Jira, or similar tools
• Experience with Linux operating systems

Requirements

• Ability to travel up to 60% of the time, including short-notice travel to CONUS and OCONUS customer sites
• FAA Part 107 certification or ability to obtain
• Ability to pass federal background check
• This role supports products for our government customers and is subject to a government contract that requires Skydio to limit this position to candidates with US Citizenship. We welcome every qualified candidate who is eligible to work in the United States to apply. However, at this time, Skydio does not currently offer employment-based visa or permanent residency sponsorship for this role.

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. 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 $135,000 - $165,000*.

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.

*Compensation for certain positions may vary based on the position’s location.

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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. We are committed to growing our network of people, programs, and resources to nurture an inclusive culture.