Field Support Representative

This is a fully remote position, open to applicants in Colorado, +3 more states.

📋 Description

• Deliver best practices and in-depth feature diagnostics for UAS systems and Cloud operations to Skydio's commercial, state, and local government clients.

• Offer both onsite and remote technical and logistical support for Skydio's hardware and software products.

• Execute troubleshooting for device firmware, optimize mission usage and configuration, and diagnose issues related to cloud network optimization.

• Examine logs, customer incident tickets, and internal documentation to identify root causes of flight and skill-related problems.

• Provide customers with mitigation recommendations and work alongside product teams to facilitate product improvements.

• Serve as the primary product specialist liaison between Skydio and clients by proactively addressing advanced technical support inquiries.

• Assist training and content teams by serving as a technical resource on product knowledge.

• Create field support processes aimed at expediting escalation and debugging workflows.

• Minimize technical escalations to engineering through effective triage and resolution strategies.

• Conduct onsite training for clients on maintenance and operational techniques for UAS aircraft and docking systems.

• Collaborate with Support, Engineering, Product, and Cloud Operations teams to enhance customer experience and product workflows.

• Troubleshoot UAS Command and Control and Cloud networking issues, including Internet protocols, cellular modems, and wireless point-to-point radios.

• Stay updated on network products and industry trends, aligning network strategies and best practices for Skydio Docks and Remote Flight Operations.

• Manage customer relationships in the field and gather feedback for internal teams.

⛳️ Requirements

• Minimum of 3 years of experience in civilian, law enforcement, or military UAS operations and flight.

• Background in military, law enforcement, or civilian operational, technical, customer-facing success, or field support positions.

• Willingness to work flexible hours, including after-hours and weekends on a rotational or as-needed basis.

• Proficient in onsite real-time technical troubleshooting, problem-solving, triage, and escalation processes.

• Familiarity with Customer Relationship Systems (CRMs).

• Excellent knowledge and experience in supporting/troubleshooting IoT or enterprise applications utilizing streaming and packet networks and streaming APIs, such as WebRTC and REST.

• Proven expertise in troubleshooting and optimizing network-connected devices that stream content over WiFi mesh and carrier mobile networks.

• Demonstrated experience in resolving complex issues related to military and/or civilian networks, APIs, and third-party integrations.

• Capacity to multi-task and manage multiple concurrent projects to completion.

• Ability to work at various locations locally and travel regionally up to 30–50% of the time or as needed.

• FAA Part 107 certification is strongly encouraged within the first 60 days for all employees and required for specific positions.

• Proximity to a major airport is essential.

• Assertive self-starter with strong interpersonal and written communication abilities.

• A strong desire to acquire new skills and advance within Skydio and the UAS remote operations field.

🏝️ Benefits

• Equity offered in the form of stock options.

• Comprehensive benefits packages available.

• Relocation assistance may be provided for eligible positions.

• Group health insurance plans included.

• Paid vacation time offered.

• Sick leave available.

• Holiday pay provided.

• 401K savings plan included.

• Opportunity to share in the company's success.