Field Support Representative

This is a fully remote position, open to applicants in Oregon, +2 more states.

📋 Description

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

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

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

• Create field support procedures that outline and expedite our escalation and debugging workflows.

• Minimize the number of technical escalations to engineering teams by developing 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 customer experiences.

• Diagnose UAS Command and Control (C2) and Cloud networking issues by utilizing your understanding of Internet protocols, cellular modems, and wireless point-to-point radios across various infrastructures, from Enterprise to IoT, to help customers optimize the performance of their UAS fleet.

• Stay updated on network product developments and industry trends, 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 or military UAS operations and flight.

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

• Willingness to occasionally work flexible 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 skills.

• Skilled in on-site real-time technical troubleshooting, problem-solving, and familiar with triage and escalation workflows.

• Strong eagerness to learn new skills and advance with Skydio and the rapidly changing UAS remote operations field.

• Familiarity with Customer Relationship Systems (CRMs); experience with Salesforce and Jira is a plus.

• Extensive knowledge and experience in supporting/troubleshooting IoT or enterprise applications using 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.

• Excellent capability to manage multiple independent concurrent projects and ensure timely resolution.

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

🏝️ Benefits

• Paid vacation time

• Sick leave

• Holiday pay

• 401K savings plan

• Health insurance