Senior Technical Support Representative

Summary

Join Skydio, a leading drone company, as a technical product support professional. Deliver premier technical support to drive customer satisfaction and brand evangelism. You will troubleshoot software, hardware, and cloud issues for commercial customers, recommending best practices for safe and effective drone operation. Become a Subject Matter Expert (SME) in Skydio UAS platform aspects and share knowledge with team members. Engage in product testing and provide feedback. Contribute to building support processes that enhance customer experience. This role requires 5-7 years of technical support experience with drones and customer support experience in utilities, transportation/infrastructure, or public safety organizations. The position is based in the Eastern Time Zone with a flexible schedule and potential travel.

Requirements

• 5-7 years of Technical Support experience with drones/UAV/UAS
• Must have previous customer support experience in utilities, transportation/infrastructure, or public safety organizations
• Willing to work a flexible 12 hours x 7 days weekly support shift schedule
• Collaborate effectively with team members to resolve complex technical issues, actively share knowledge and expertise, and contribute to a supportive team environment
• Motivated self-starter with impeccable verbal and written communication skills, obsessive attention to detail, and the ability to manage time effectively
• Proficient in technical troubleshooting, problem-solving and familiar with triage and escalation workflows
• An 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 (phone, chat, email support)

Responsibilities

• Deliver premier technical support to drive customer satisfaction and brand evangelism
• Know Skydio drone, controller, and cloud products inside and out, and proactively seek clarity on areas of ambiguity negatively impacting our customers
• Be the Voice of Customer frontline to other Skydio teams that enable continuous product improvement based on customer needs
• Use clear and empathetic written and verbal communication to quickly resolve issues that limit UAS fleet utilization and thereby drive high-brand affinity over time
• Over time, become a Subject Matter Expert (SME) in one or more aspects of the Skydio UAS platform and share your knowledge freely with other team members to create high-trust team relationships
• Engage in regular pre-released product dogfooding and give feedback that helps deliver the highest quality product experience possible
• Proactively participate in building support processes that improve and enhance the customer experience
• Own your work and contribute to operational excellence and low-effort customer support experiences

Preferred Qualifications

• CRM technology experience, Zendesk or Salesforce Service Cloud preferred
• Prior support experience within a 360 customer success retention & renewal team is a plus
• A strong desire for feedback to learn, grow, and perform duties more efficiently

Benefits

• Competitive base salaries
• Equity in the form of stock options
• Comprehensive benefits packages
• Relocation assistance may also be provided for eligible roles
• Regular, full-time employees are eligible to enroll in the Company’s group health insurance plans
• Paid vacation time
• Sick leave
• Holiday pay
• 401K savings plan