Technical Support Specialist

Skydio

8d•$59,600 - $100,000•Hybrid

About The Position

Skydio is seeking a technical product support professional passionate about helping commercial customers maximize their autonomous UAS drone investments. This role involves assisting Skydio pilots and drone operators with product features, troubleshooting software, hardware, and cloud issues, and recommending best practices for safe and effective flight operations. The specialist will be responsible for resolving customer issues using knowledge guides and diagnostic tools, collaborating with cross-team experts, and capturing data to improve products and services. The role emphasizes customer enablement, retention, and loyalty, working closely with the Skydio Customer Success organization.

Requirements

5-7 years of Technical Support experience with drones/UAV/UAS.
Previous customer support experience in utilities, transportation/infrastructure, or public safety organizations.
Willing to work a flexible schedule within 10 AM to 7 PM PT operations.
Ability to collaborate effectively with team members, share knowledge, and contribute to a supportive team environment.
Motivated self-starter with impeccable verbal and written communication skills, obsessive attention to detail, and effective time management.
Proficient in technical troubleshooting, problem-solving, and familiar with triage and escalation workflows.
Inquisitive troubleshooter with a passion for drone, cloud, and IoT technology, and a strong desire to learn new skills.
Experience with multi-channel customer communication (phone, chat, email support).
CRM technology experience, Zendesk or Salesforce Service Cloud preferred.

Nice To Haves

Prior support experience within a 360 customer success retention & renewal team is a plus.
A strong desire for feedback to learn, grow, and perform duties more efficiently.

Responsibilities

Deliver premier technical support to drive customer satisfaction and brand evangelism.
Understand Skydio drone, controller, and cloud products thoroughly, and seek clarity on any ambiguities affecting customers.
Act as the Voice of the Customer to other Skydio teams, providing feedback for continuous product improvement.
Use clear and empathetic communication to resolve issues that limit UAS fleet utilization.
Become a Subject Matter Expert (SME) in aspects of the Skydio UAS platform and share knowledge with team members.
Engage in pre-released product dogfooding and provide feedback for product quality.
Proactively participate in building support processes to enhance the customer experience.
Own work and contribute to operational excellence and low-effort customer support experiences.