Field Support Representative - Virginia

Skydio

2d•$110,000 - $130,000

About The Position

Skydio is hiring a Field Support Representative to serve as a product specialist and liaison for utility and commercial customers, as well as state and local government agencies. The role provides UAS system and cloud operational guidance, advanced feature diagnostics, and hands-on technical and logistics support. The representative works remotely and at customer sites, including substations, transmission and distribution corridors, and generation facilities, helping customers maintain drone operations and inspection programs. Work includes device firmware troubleshooting, inspection mission configuration and optimization, and diagnostics and optimization for cloud networks. The representative uses log analysis tools, customer incident tickets, and internal documentation to identify causes of flight and skill issues, recommend mitigations, and collaborate with product teams on enhancements. The role supports the deployment and scaling of drone-in-a-box programs, including Skydio Dock deployments, remote and BVLOS operations, and recurring automated inspection missions. It also develops support processes, trains customers, and shares field feedback across Skydio Program Management, Product, Support, and Engineering. Virginia is preferred, with proximity to Richmond the primary location requirement. Regional travel may be up to 40–60% of the time or as needed. The role may require occasional flexible hours, including after-hours and weekend support on a rotation or as needed, for example during storm response. Compensation for regular, full-time employees includes a base salary, stock options, and benefits. The stated annual base salary range is $110,000–$130,000; eligible roles may also receive relocation assistance.

Requirements

At least 3 years of UAS operations and flight experience.
Experience in operational, technical, customer-facing success, or field support roles.
Familiarity with utility inspection use cases, including transmission and distribution line inspection, substation monitoring, storm damage assessment, and vegetation management.
Comfort working on or near energized infrastructure and following utility safety protocols, site access procedures, and PPE requirements.
Ability and willingness to occasionally work flexible hours, including after-hours and weekend support on a rotation or as needed.
Strong interpersonal and written communication skills, with an assertive, self-starting approach.
Proficiency in onsite, real-time technical troubleshooting and problem-solving, and familiarity with triage and escalation workflows.
Experience supporting and troubleshooting IoT or enterprise applications using streaming and packet networks and streaming APIs such as WebRTC and REST.
Experience troubleshooting and optimizing network-connected devices streaming content over WiFi mesh and carrier mobile networks.
Experience solving complex problems involving enterprise, utility, or field networks, APIs, and third-party integrations such as asset management or GIS platforms.
Ability to multitask and manage multiple concurrent projects through timely resolution.
Ability to work at different local sites and travel regionally up to 40–60% of the time, or as needed.
Strong desire to learn new skills and grow with Skydio and the UAS remote operations landscape.

Nice To Haves

Utility, energy, or critical infrastructure inspection experience.
Experience supporting electric or gas utilities, energy providers, or contractors serving them.
Familiarity with utility cybersecurity and compliance considerations, such as NERC CIP, and deploying connected devices on utility networks.
Experience with CRM systems; Salesforce and Jira experience is a plus.
BVLOS waiver or remote operations experience.
FAA Part 107 certification; obtaining certification within the first 60 days of employment is strongly encouraged for all Skydio employees and required for certain positions.

Responsibilities

Act as the product specialist liaison between Skydio and utility customers, responding proactively to advanced technical questions from UAS program managers, inspectors, and field crews.
Help utility customers establish and scale drone-in-a-box programs, including Skydio Dock deployments, remote and BVLOS operations, and recurring automated inspection missions.
Provide technical product knowledge to training and content teams and collaborate to improve customer self-help resources.
Work with Product and Cloud Operations teams to develop expertise in Skydio products, processes, operational best practices, and the product roadmap, and ensure utility inspection and asset management needs inform product enhancements.
Develop field support processes that accelerate escalation and debugging workflows.
Reduce technical escalations to engineering by developing effective triage and resolution techniques.
Provide onsite customer training in UAS aircraft and dock maintenance and operation, observing utility safety practices and site access requirements.
Partner with support leaders and Engineering and Product teams to build processes that improve the customer experience.
Troubleshoot UAS Command and Control and cloud networking issues across enterprise, IoT, and utility OT/IT environments, using knowledge of Internet protocols, cellular modems, and wireless point-to-point radios.
Stay current with network products and industry trends and collaborate with product, engineering, and business partners on network strategy and best practices for Skydio Docks and Remote Flight Operations.
Perform firmware troubleshooting, configure and optimize inspection missions, and diagnose and optimize cloud networks at customer sites and remotely.
Analyze logs, incident tickets, and internal documentation to identify root causes of flight and skill issues, recommend mitigations, and relay customer feedback to internal teams.
Travel to customer sites locally and regionally, up to 40–60% of the time or as needed.