Senior Technical Support Specialist

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 SLED 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.  

Working Hours: 3:00 PM – 11:00 PM PST. One shift either occurring on Saturday/Sunday + occasional holiday shifts may be required.

Travel: This role may require traveling to regional customer sites up to 10% of the time.

How you’ll make an impact:

• Be the conduit between Skydio and our Public Sector 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 Public Sector Customer Success and Field Service Representatives to provide priority response playbooks and after-action reporting (AAR) to our SLED customer base.
• Own the SLED 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: 

• Public Safety experience and/or UAS/UAV background is a plus. Experience with Public Safety 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.
• 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.
• 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.
• 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.

Why Join Us?

At Skydio, you’ll help shape the future of autonomous flight technology. You’ll work alongside world-class engineers and domain experts, and you’ll be given ownership and autonomy to grow into a leadership role. We offer competitive compensation, excellent benefits, and an opportunity to make a tangible impact in an industry poised for massive growth.

Compensation: At Skydio, our compensation packages for full-time employees include competitive base salaries, equity in the form of options, comprehensive benefits, and various incentives and stipends. Compensation will vary based on factors, including skill level, proficiencies, transferable knowledge, and experience. Relocation assistance may also be provided for eligible roles. The annual base salary range for this position is 70,000 - $125,000*. Fundamentally, we believe that equity is the key to long-term financial growth, and we ensure all full-time employees have the opportunity to significantly benefit from the company’s success.

*Compensation for certain positions may vary based on the position’s location.

#LI-WM1