Skydio

Technical Support Specialist

US Remote · Full-time

Sponsorship not specified$60k-$100kDetected 47 days ago

SalesforceCRMCustomer SuccessCustomer SupportZendeskCommunicationProblem Solving

About the role

When our customers need help, you are responsible and empowered via knowledge guides and flight diagnostic tools.
You will have access to cross-team experts to resolve their issues thoroughly, with an added emphasis on capturing data to inform product, process, and service improvement.
Working hours: Monday-Friday, 2PM - 10PM PT, with flexibility to work a weekend shift (Saturday & Sunday, 10-hour shifts).

Deliver premier technical support to drive customer satisfaction and brand evangelism
Use clear and empathetic written and verbal communication to quickly resolve issues that limit UAS fleet utilization and thereby drive high-brand affinity over time
Over time, become a Subject Matter Expert (SME) in one or more aspects of the Skydio UAS platform and share your knowledge freely with other team members to create high-trust team relationships
Engage in regular pre-released product dogfooding and give feedback that helps deliver the highest quality product experience possible
Proactively participate in building support processes that improve and enhance the customer experience
Own your work and contribute to operational excellence and low-effort customer support experiences
Collaborate effectively with team members to resolve complex technical issues, actively share knowledge and expertise, and contribute to a supportive team environment.
Motivated self-starter with impeccable verbal and written communication skills, obsessive attention to detail, and the ability to manage time effectively
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.

5-7 years of Technical Support experience with drones/UAV/UAS
Must have previous customer support experience in utilities, transportation/infrastructure, or public safety organizations
Proficient in technical troubleshooting, problem-solving and familiar with triage and escalation workflows
An inquisitive troubleshooter with a passion for drone, cloud, and IoT technology along with a strong desire to learn new skills and grow with Skydio
Experience with multi-channel customer communication (phone, chat, email support)
CRM technology experience, Zendesk or Salesforce Service Cloud preferred

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.
The annual base salary range for this position is $59,600 - $100,000.

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.
Willing to work a flexible schedule within a 10 to 7 hours of operations
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.

Our support team provides best-in-class service and support to our growing commercial customer base while meeting or exceeding our service level agreements as defined by our business requirements.
We're highly focused on customer enablement, retention, and loyalty, and we work closely with partner teams in the Skydio Customer Success organization to ensure customers get the best out of their UAS investment.
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.
Know Skydio drone, controller, and cloud products inside and out, and proactively seek clarity on areas of ambiguity negatively impacting our customers
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.