Field Support Representative (Central, Remote)

Skydio

5d•$70,000 - $100,000•Remote

About The Position

As a Skydio products ambassador, you will work in a small team of high-performing individuals who provide UAS system and Cloud operational best practices, deep feature diagnostics to Skydio commercial, state & local government and educational customers. You’ll combine your relevant UAS experience with hands-on Skydio product knowledge to provide best-in-class onsite and remote technical and logistics support, help keep Skydio customers' pilots flying, and our engineering and marketing teams plugged into the customer experience. You’ll work both remotely and at customer sites with Skydio hardware and software products performing device firmware troubleshooting, mission usage / configuration optimization, and 1st / 3rd party cloud network optimization and/or issue diagnostics. Utilizing log analysis tools, customer incident tickets and internal documentations, you will use your technical troubleshooting skills to determine the root cause of various flight and skill (e.g., media streaming, 3D scan) issues, provide mitigation recommendations to customers, and collaborate with product teams to drive product enhancements. By taking ownership of customer relationships in the field and collecting feedback, you will be a trusted partner and liaison between Skydio Program Management, Product, Support and Engineering teams.

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.
Ability and willingness to occasionally work flexible hours and schedules, including after-hours and weekend support on rotation or as-needed basis.
Assertive self-starter with great interpersonal and written communication skills.
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.
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.
Hands-on experience with a variety of Network diagnostic tools.
Excellent ability to multi-task and track multiple independent concurrent projects and manage them to resolution in a timely manner.
Be able work at different sites locally, and to travel regionally up to 30% of the time or as needed.

Nice To Haves

Experience working with Salesforce service cloud, Jira bug tracking, Netsuite is a plus.
Experience with scripting languages such as Bash, PHP, Python a plus.

Responsibilities

Act as the product specialist liaison between Skydio and our customers by proactively responding to advanced technical support questions.
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 products, processes, operational best practices, and product roadmap to ensure customer needs are reflected in product enhancements..
Develop field support processes that define and accelerate our escalation and debugging workflows.
Reduce the number of technical escalations into engineering groups by developing effective triage and resolution techniques.
Provide on-site training to customers in the areas of maintenance and operation techniques relevant to the UAS aircrafts and docks.
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.