Customer Support Field Support Representative

Summary

Join Skydio, a leading drone company, as a Products Ambassador! In this role, you will provide technical support to commercial, government, and educational customers, utilizing your UAS expertise and Skydio product knowledge. You will troubleshoot issues, optimize configurations, and collaborate with internal teams to enhance products. Based in the Pacific Time Zone near a major airport, this position requires regional travel up to 30%. You will act as a liaison between Skydio and customers, providing advanced technical support and training. The role involves working with various tools and technologies to resolve technical issues and improve customer experience.

Requirements

• At least 3 years of civilian or military UAS operations and flight experience
• Experience in operational, technical, or customer-facing success or field support roles
• Ability and willingness to occasionally work flexible hours and schedules, including after-hours and weekend support on rotation or as-needed basis
• Assertive self-starter with great interpersonal and written communication skills
• Proficient in technical troubleshooting, problem-solving and familiar with triage and escalation workflows
• A strong desire to learn new skills and grow with Skydio and the rapidly evolving UAS remote operations landscape
• Be able work at different sites locally, and to travel regionally up to 30% of the time or as needed

Responsibilities

• Act as the product specialist liaison between Skydio and our customers by proactively responding to advanced technical support questions
• Be a technical product knowledge resource to training and content teams, working collaboratively to improve customer self-help
• Work closely with Skydio Product and Cloud Operations teams to become an expert on Skydio’s products, processes, operational best practices, and product roadmap to ensure customer needs are reflected in product enhancements
• Develop field support processes that define and accelerate our escalation and debugging workflows
• Reduce the number of technical escalations into engineering groups by developing effective triage and resolution techniques
• Provide on-site training to customers in the areas of maintenance and operation techniques relevant to the UAS aircrafts and docks
• Proactively participate with both internal support leaders and cross-function Eng and Product teams in building support processes that improve and enhance customer experience
• Troubleshoot UAS Command and Control (C2) and Cloud networking issues using your knowledge of the Internet protocols, cellular modems and wireless point-to-point radios in everything from Enterprise to IoT infrastructure to help customers maximize the useful value of their UAS fleet
• Stay current with network product and industry trends, working with product, engineering and business partners to align on our network strategy and best practices for Skydio Docks and Remote Flight Operations

Preferred Qualifications

• Experience working with Salesforce service cloud, Jira bug tracking, Netsuite is a plus
• Experience with scripting languages such as Bash, PHP, Python a plus
• Excellent knowledge and experience supporting/troubleshooting IoT or enterprise applications using streaming and packet networks and streaming APIs (e.g WebRTC and REST). Demonstrated Expertise in troubleshooting and optimizing network connected devices streaming content over WiFi mesh and carrier mobile network
• Demonstrated experience in solving complex problems related to APIs, webhooks and third party integrations
• Hands-on experience with a variety of Network diagnostic tools
• Excellent ability to multi-task and track multiple independent concurrent projects and manage them to resolution in a timely manner

Benefits

In addition to base salary, Skydio full-time employees are eligible to enroll in our benefit plans and take advantage of a variety of incentives and stipends