Technical Support Representative

Summary

Join Skydio as a Products Ambassador and become a key member of a high-performing team providing UAS system and Cloud operational best practices to diverse customers. Leverage your enterprise application integration and network operations expertise to deliver best-in-class wireless communications and cross-Cloud data pipeline support. Advise customers on operational best practices, and work closely with Skydio engineering and marketing teams. Troubleshoot complex hardware, network installations, and software integrations, focusing on WiFi and cellular networking, Cloud REST integrations, and IoT and Cloud-Cloud connectivity issues. Provide on-site and remote support, optimizing mission usage and configuration, and performing network diagnostics. Collaborate with internal teams to improve support processes and enhance customer experience.

Requirements

• 3+ years experience supporting and troubleshooting network and Cloud REST integration / connectivity issues
• Assertive self-starter with great interpersonal and written communication skills
• Proficient in network and 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
• Excellent ability to multi-task and track multiple independent concurrent projects and manage them to resolution in a timely manner
• Be able to travel regionally up to 20% of the time or as needed
• Familiarity with Linux OS

Responsibilities

• Act as the product specialist liaison between Skydio and our customers by providing expert terrestrial IoT communications troubleshooting and performance optimization assistance
• 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 cloud connected products, processes, 3rd party integrations, operational best practices, and product roadmap to ensure customer needs are reflected in product enhancements
• Reduce the number of communications and integration escalations into engineering groups by developing effective triage and resolution techniques
• 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

• Civilian or military UAS operations and flight experience is a plus
• Experience in public safety information systems used in the Police and Fire dispatch centers, including software and hardware equipment and various mission critical interfaces and applications used by Police personnel is a Plus
• Ability and willingness to occasionally work flexible hours and schedules, including after-hours and weekend support on rotation or as-needed basis
• 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 and diagnostic tools like Postman
• Hands-on experience with a variety of Network diagnostic tools

Benefits

• Competitive base salaries, equity in the form of stock options, and comprehensive benefits packages
• Relocation assistance may also be provided for eligible roles
• The annual base salary range for this position is $82,000 - $147,000
• Regular, full-time employees are eligible to enroll in the Company’s group health insurance plans
• Paid vacation time, sick leave, holiday pay and 401K savings plan