Skydio
Field Support Representative - Northwest
US Remote · Full-time
Sponsorship not specified$30k-$50kDetected 26 days ago
RESTProduct ManagementProduct StrategyJiraSalesforceLogisticsCustomer SupportVoIPCommunicationProblem Solving
About the role
- As a Skydio products ambassador, you will work in a small team of high-performing individuals who provide UAS system and Cloud operational best practices, deep feature diagnostics to Skydio commercial, state & local government and educational customers.
- You'll work both remotely and at customer sites with Skydio hardware and software products performing device firmware troubleshooting, mission usage / configuration optimization, and 1st / 3rd party cloud network optimization and/or issue diagnostics.
Responsibilities
- Develop field support processes that define and accelerate our escalation and debugging workflows.
- Reduce the number of technical escalations into engineering groups by developing effective triage and resolution techniques.
- Proactively participate with both internal support leaders and cross-function Eng and Product teams in building support processes that improve and enhance customer experience.
- Experience in military or civilian operational, technical, or customer-facing success or field support roles.
- At Skydio we believe that diversity drives innovation.
- We have created a multidisciplinary environment that embraces the power of diverse perspectives to create elegant solutions for complex problems.
Nice to have
- At least 3 years of civilian or military UAS operations and flight experience.
- Experience working with Customer Relationship Systems (CRMs), Salesforce and Jira experience is a plus
- Excellent knowledge and experience supporting/troubleshooting IoT or enterprise applications using streaming and packet networks and streaming APIs (e.g WebRTC and REST).
- Demonstrated expertise in troubleshooting and optimizing network connected devices streaming content over WiFi mesh and carrier mobile network.
- Demonstrated experience in solving complex problems related to military and/or civilian networks, APIs, and 3rd party integrations
- Be able work at different sites locally, and to travel regionally up to 30-50% of the time or as needed.
Skills
- Assertive self-starter with great interpersonal and written communication skills.
- A strong desire to learn new skills and grow with Skydio and the rapidly evolving UAS remote operations landscape.
Compensation
- At Skydio, our compensation packages for regular, full-time employees include competitive base salaries, equity in the form of stock options, and comprehensive benefits packages.
- Compensation will vary based on factors, including skill level, proficiencies, transferable knowledge, and experience.
- Relocation assistance may also be provided for eligible roles.
- The annual base salary range for this position is $100,000 - $125,000*.
- Regular, full-time employees are eligible to receive the following benefits: Paid vacation time, sick leave, holiday pay and 401K savings plan.
- Compensation for certain positions may vary based on the position's location.
Benefits
- Paid vacation time, sick leave, holiday pay and 401K savings plan.
- This position and all associated benefits are subject to applicable federal, state, and local laws, as well as the Company's policies and eligibility criteria.
- Ability and willingness to occasionally work flexible hours and schedules, including after-hours and weekend support on rotation or as-needed basis.
- Fundamentally, we believe that equity is the key to long-term financial growth, and we ensure all regular, full-time employees have the opportunity to significantly benefit from the company's success.
- Regular, full-time employees are eligible to enroll in the Company's group health insurance plans.
Company info
- Skydio is the leading US drone company and the world leader in autonomous flight, the key technology for the future of drones and aerial mobility.
- The Skydio team combines deep expertise in artificial intelligence, best-in-class hardware and software product development, operational excellence, and customer obsession to empower a broader, more diverse audience of drone users, from utility inspectors https://www.skydio.com/solutions/energy-and-utilities to first responders https://www.skydio.com/solutions/public-safety, soldiers in battlefield scenarios https://www.skydio.com/solutions/national-security/tactical-isr, and beyond https://www.skydio.com/solutions.
- Provide on-site training to customers in the areas of maintenance and operation techniques relevant to the UAS aircrafts and docks.
- Act as the product specialist liaison between Skydio and our customers by proactively responding to advanced technical support questions.
- Troubleshoot UAS Command and Control (C2) and Cloud networking issues using your knowledge of the Internet protocols, cellular modems and wireless point-to-point radios in everything from Enterprise to IoT infrastructure to help customers maximize the useful value of their UAS fleet.
- We are committed to growing our network of people, programs, and resources to nurture an inclusive culture.
This listing is sourced directly from Skydio's careers page and normalized into a canonical job model.