Field Support Representative

This is a fully remote position, open to applicants in New York.

📋 Description

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

• Act as a technical product knowledge resource for training and content teams, collaborating to enhance customer self-help resources.

• Collaborate closely with Skydio's Product and Cloud Operations teams to gain in-depth knowledge of Skydio’s products, processes, operational best practices, and product roadmap, ensuring customer requirements are integrated into product improvements.

• Establish field support processes that clearly define and expedite our escalation and debugging workflows.

• Minimize the number of technical escalations to engineering teams by creating effective triage and resolution strategies.

• Deliver on-site training to customers regarding maintenance and operational techniques pertinent to UAS aircraft and docks.

• Actively engage with both internal support leaders and cross-functional Engineering and Product teams to develop support processes that enhance the customer experience.

• Diagnose UAS Command and Control (C2) and Cloud networking challenges using your understanding of Internet protocols, cellular modems, and wireless point-to-point radios across various infrastructures, from Enterprise to IoT, to help clients maximize the value of their UAS fleet.

• Keep abreast of network product and industry developments, collaborating with product, engineering, and business partners to align our network strategy and best practices for Skydio Docks and Remote Flight Operations.

⛳️ 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, or customer-facing success or field support roles.

• Flexibility and willingness to occasionally work varied hours and schedules, including after-hours and weekend support on a rotational or as-needed basis.

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

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

• Strong eagerness to acquire new skills and grow alongside Skydio and the rapidly changing UAS remote operations landscape.

• Experience with Customer Relationship Management (CRM) systems; familiarity with Salesforce and Jira is advantageous.

• Comprehensive knowledge and experience in supporting/troubleshooting IoT or enterprise applications utilizing streaming and packet networks and streaming APIs (e.g., WebRTC and REST).

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

• Demonstrated ability to resolve complex issues related to military and/or civilian networks, APIs, and third-party integrations.

• Exceptional capability to multitask, manage multiple independent projects concurrently, and bring them to resolution promptly.

• Ability to work at various local sites and travel regionally up to 30-50% of the time or as required.

• Obtaining FAA Part 107 certification within the first 60 days of employment is strongly encouraged for all Skydio employees and mandatory for specific positions.

🏝️ Benefits

• Paid vacation time

• Sick leave

• Holiday pay

• 401K savings plan

• Health insurance