Skydio

Senior Technical Support Representative

Skydio

full-time

Posted on:

Origin:  • 🇺🇸 United States

Visit company website
✨ AI Apply
Manual Apply

Salary

💰 $59,000 - $95,000 per year

Job Level

Senior

Tech Stack

CloudIoT

About the role

  • Skydio is the leading US drone company and world leader in autonomous flight, with AI, hardware and software product development, and customer obsession to empower a broader, more diverse audience of drone users.
  • Our support team provides best-in-class service to our growing commercial customer base while meeting or exceeding our service level agreements as defined by our business requirements.
  • We’re looking for a technical product support professional who is passionate about helping commercial customers get the most out of industry-leading autonomous UAS drone investments. You’ll assist Skydio pilots and drone operators in understanding product features, troubleshooting software, hardware, and cloud issues, and recommending best practices for safely and effectively flying.
  • Location: Must be based in the Eastern Time Zone
  • Working Hours: 6:00 AM – 3:00 PM ET. Occasional weekends and/or holiday shifts may be required.
  • Travel: This role may require traveling to regional customer sites up to 10% of the time.
  • How you’ll make an impact: Deliver premier technical support to drive customer satisfaction and brand evangelism
  • Know Skydio drone, controller, and cloud products inside and out, and proactively seek clarity on areas of ambiguity negatively impacting our customers
  • Be the Voice of Customer frontline to other Skydio teams that enable continuous product improvement based on customer needs

Requirements

  • 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
  • Willing to work a flexible 12 hours x 7 days weekly support shift schedule
  • 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
  • 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
  • Prior support experience within a 360 customer success retention & renewal team is a plus
  • A strong desire for feedback to learn, grow, and perform duties more efficiently