Technical Support Representative

Summary

Join Skydio, a leading drone company, as a Technical Product Support Professional! Based in the Pacific Time Zone or further west, you will provide best-in-class support to commercial customers. Leverage your B2B customer support skills to assist drone operators, troubleshoot issues, and recommend best practices. You'll be the voice of the customer, driving product improvement and brand loyalty. This role requires experience with drones and strong technical troubleshooting skills. Occasional travel may be required.

Requirements

Experience with drones/UAV/UAS

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

• 2-5 years of Technical Support experience
• Previous customer support experience in utilities, transportation/infrastructure, or public safety is a plus
• Willing to work a flexible schedule within a 12/7 hours of operations
• 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)
• 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

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