Field Support Representative – Mid West, Great Lakes

This is a fully remote position, open to applicants in Illinois, +1 more state.

📋 Description

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

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

• 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 that customer requirements are considered in product improvements.

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

• Minimize 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 the UAS aircraft and docks.

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

• Diagnose UAS Command and Control (C2) and Cloud networking challenges utilizing your expertise in Internet protocols, cellular modems, and wireless point-to-point radios, aiding customers in maximizing the value of their UAS fleet.

• Stay abreast of network product and industry trends, collaborating with product, engineering, and business partners to align on 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 positions.

• Willingness and ability to occasionally work flexible hours, including after-hours and weekend support on a rotational or as-needed basis.

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

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

• Strong enthusiasm for acquiring new skills and advancing with Skydio in the rapidly changing UAS remote operations environment.

• Experience with Customer Relationship Systems (CRMs); familiarity with Salesforce and Jira is advantageous.

• Comprehensive 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 mobile carrier networks.

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

• Exceptional ability to multi-task, manage multiple independent projects simultaneously, and drive them to resolution within a timely manner.

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

🏝️ Benefits

• Health insurance

• 401K savings plan

• Paid vacation time

• Sick leave

• Holiday pay