Senior Technical Support Specialist

Summary

Join Skydio, a leading US drone company, as a Senior Technical Support Specialist. You will be part of a high-performing team providing deep diagnostics and advisory services to federal and enterprise customers. Leverage your expertise to keep customers flying, optimize mission configurations, and troubleshoot hardware and software issues. Collaborate with product and engineering teams to resolve issues and improve customer experience. Work closely with other teams to provide priority support and build relevant support processes. Be flexible and willing to work on multiple projects, both tactical and strategic. This role requires strong technical troubleshooting skills, excellent communication, and experience in B2B support.

Requirements

• 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
• Assertive self-starter with excellent interpersonal and written communication skills
• At least 2 years of experience using the Linux/Windows/macOS shell and basic utilities
• At least 4 years of experience in B2B operational, technical, or customer-facing success or support roles
• Strong understanding of Network Security and IPsec implemented across multiple networks
• 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 running over WiFi meshed and carrier mobile network
• Experience with optimizing media streaming over mixed wireless networks
• Hands-on experience with a variety of Network diagnostic tools
• Willing to travel 10-20% of the working year
• Willing to work flexible hours and schedule, including after-hours and weekend support on rotation or as-needed basis, while communicating with the other distributed Skydio teams
• Experience working cross-functionally across engineering, ops, product, and go-to-market teams

Responsibilities

• Be the conduit between Skydio and our Federal customers with the ability to address all advanced technical support questions our customers may have in a timely manner
• Working with the Product and Engineering teams to communicate and elevate the customers “voice” to internal stakeholders and prioritize and understand development timelines
• Develop effective triage and resolution techniques to reduce the number of technical escalations into Product and Engineering teams
• Be a domain expert on Skydio products and subsystems down to the component level, and proactively seek clarity with internal stakeholders when you need additional insight or clarity
• Work closely with the Fed Customer Success and Field Service Representatives to provide priority response playbooks and after-action reporting (AAR) to our Federal customer base
• Own the Federal segment of our enterprise after-sales support engagements, working closely with the Sales and Customer Success teams to deliver top-quality support for our customers, and build support processes that are relevant to these verticals
• Be flexible: Willing and enthusiastic to work on multiple projects, both tactical and strategic as needed

Preferred Qualifications

• Military experience and/or UAS/UAV background is a plus
• Experience with military standard maintenance practices is preferred
• Familiarity with RMA, spares, logistics or other repair workflows is a plus
• Value Added Reseller (VAR) or OEM Partner support Ops/Program experience is a plus
• Experience working with Salesforce Service Cloud case management and Jira bug tracking is a plus
• Experience with scripting languages such as Bash, PHP, Python a plus
• Some experience in Linux operating systems is preferred

Benefits

• Competitive compensation
• Excellent benefits
• Opportunity to make a tangible impact in an industry poised for massive growth
• Competitive base salaries
• Equity in the form of options
• Various incentives and stipends
• Relocation assistance may also be provided for eligible roles