Senior Technical Support Specialist

Skydio•San Mateo, CA

About The Position

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. From utility inspectors to first responders, soldiers in battlefield scenarios and beyond. 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 customer base. 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.

Requirements

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.
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.
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 a four day twelve hour shift schedule.
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.

Nice To Haves

Public Safety experience and/or UAS/UAV background is a plus.
Experience with UAS/UAV standard maintenance practices is preferred.
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
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.

Responsibilities

Be the conduit between Skydio and our 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 Customer Success and Field Service Representatives to provide priority response playbooks and after-action reporting (AAR) to our customer base.
Own the 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 our verticals.
Be flexible: Willing and enthusiastic to work on multiple projects, both tactical and strategic as needed.

Benefits

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.
Relocation assistance may also be provided for eligible roles.
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.

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