Field Support Representative (West Coast, Remote)

Overview

Skydio is the leading US drone company and the world leader in autonomous flight, the key technology for the future of drones and aerial mobility. The Skydio team combines deep expertise in artificial intelligence, best-in-class hardware and software product development, operational excellence, and customer obsession to empower a broader, more diverse audience of drone users.

In Short

• Act as the product specialist liaison between Skydio and our customers by proactively responding to advanced technical support questions.
• Provide best-in-class onsite and remote technical and logistics support.
• Work closely with Skydio Product and Cloud Operations teams to become an expert on Skydio’s products.
• Develop field support processes that define and accelerate our escalation and debugging workflows.
• Provide on-site training to customers in the areas of maintenance and operation techniques.
• Troubleshoot UAS Command and Control (C2) and Cloud networking issues.
• Stay current with network product and industry trends.
• Reduce the number of technical escalations into engineering groups.
• Work in a small team of high-performing individuals.
• Travel regionally up to 30% as needed.

Requirements

• At least 3 years of civilian or military UAS operations and flight experience.
• Experience in operational, technical, or customer-facing success or field support roles.
• Proficient in technical troubleshooting and problem-solving.
• 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.
• Demonstrated experience in solving complex problems related to APIs, webhooks and third party integrations.
• Hands-on experience with a variety of Network diagnostic tools.
• Excellent ability to multi-task and track multiple independent concurrent projects.
• Be able to work at different sites locally.

Benefits

• Competitive base salaries.
• Equity in the form of stock options.
• Comprehensive benefits packages including health insurance.
• Paid vacation time, sick leave, holiday pay.
• 401K savings plan.