Skydio is the leading US drone company and the world leader in autonomous
flight, the key technology for the future of drones and aerial transportation.
The Skydio team combines deep expertise in artificial intelligence, best-in-
class hardware and software product development, and operational excellence to
empower a broader, more diverse audience of drone users - from action sports
enthusiasts to first responders to insurance claims adjusters.
About the role:
As a Senior Technical Support Specialist, you will work in a small team of
high-performing individuals who provide drone and cloud feature deep
diagnostics and advisory services to Skydio's growing Federal and Enterprise
customers. You'll combine your relevant experience with hands-on Skydio
product knowledge to help keep Skydio customers' pilots flying, and our
engineering and marketing teams plugged into the customer experience. You'll
work daily with hardware and software components that may involve on-device
firmware troubleshooting, mission usage / configuration optimization, and 1st
/ 3rd party cloud network issue diagnostics. Utilizing log analysis, existing
incident tickets and internal documentations, you will use your technical
troubleshooting skills to determine the root cause of various flight issues,
provide mitigation recommendations to customers, and collaborate with product
teams to achieve issue resolutions.
How you'll make an impact:
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 Support Engineering (PSE) team 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.
What makes you a good fit:
Military experience and/or UAS/UAV background is a plus. Experience with
military standard maintenance practices is preferred.
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.
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
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.
Assertive self-starter with great interpersonal and written communication
skills.
Experience working with Zendesk customer service software, Jira bug
tracking, Netsuite and Salesforce is a plus.
Experience with scripting languages such as Bash, PHP, Python a plus.
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.
Some experience in Linux operating systems is preferred.
Hands-on experience with a variety of Network diagnostic tools.
Bilingual and fluent in English and Hindi
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.
At Skydio we believe that diversity drives innovation. We have created a
multidisciplinary environment that embraces the power of diverse perspectives
to create elegant solutions for complex problems. We are committed to growing
our network of people, programs, and resources to nurture an inclusive
culture.
As such, we do not make hiring or other employment-related decisions on the
basis of an applicant or employee's race, color, ethnicity, national origin,
citizenship, sex/gender (including pregnancy, childbirth, breastfeeding and
related medical conditions), gender identity or expression, age, religion,
disability status, sexual orientation, marital status, medical condition,
genetic information or characteristics, veteran, military or family status, or
other classifications protected by applicable federal, state or local anti-
discrimination laws.
For positions located in the United States of America, Skydio, Inc. uses
E-Verify to confirm employment eligibility. To learn more about E-Verify,
including your rights and responsibilities, please visit
https: // www. e-verify.gov/
