Field Support Representative

Summary

Join Skydio, a leading US drone company, as a Field Support Representative and provide best-in-class technical and logistical support to our international defense and government customers. You will work closely with internal teams to become a Skydio product expert, develop field support processes, and reduce technical escalations. This role involves providing on-the-job training to customers, developing inspection procedures, and offering on-site support for maintenance, repair, and replacement issues. You will be a key liaison between Program Management, Product, Support, and Engineering, expediting product feedback and managing customer technical enablement. This position requires extensive travel (up to 50%+) globally and a strong technical background in UAS.

Requirements

• Ability to travel up to 50%+ Globally to provide field support to our Federal and Defense customers
• 3+ years experience as a Field Support Representative operating on, repairing and maintaining UAS (Unmanned Aircraft Systems) for large clients, preferably with government or military customers
• Adept at technical troubleshooting, problem-solving, and are familiar with triage and escalation workflows
• Assertive self-starter with excellent interpersonal and written communication skills

Responsibilities

• Work closely with internal teams to become an expert on Skydio’s products, processes, specifications, and product roadmap
• 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
• Develop and maintain an advanced level of proficiency in product enablement and troubleshooting by becoming a certified Skydio UAS Operator and Trainer
• Provide on-the-job (OJT) training to customers in the areas of maintenance and operation techniques relevant to the repair of UAS aircraft and equipment, including associated test equipment, with special attention given to adjustment, calibration, spares recommendation, trouble-shooting and inspection methods
• Work to develop or improve written inspection procedures, drawings and other instructions to perform and help customers inspect and maintain their fleets
• Provide on-site company representation and technical support to customers and initiate corrective actions for maintenance, repair and replacement issues

Preferred Qualifications

• OCONUS (deployed) military experience is strongly preferred
• Familiarity with RMA, spares, logistics or other repair workflows is preferred
• Experience in Linux operating systems is preferred
• Experience with military standard maintenance practices is preferred
• Existing or prior security clearance is preferred
• Creative thinking with the ability to multitask
• Unwavering professionalism