Responsibilities
- Serve as the primary product specialist contact between the company and customers by proactively addressing advanced technical support inquiries.
- Act as a technical product knowledge resource for training and content teams, collaborating to enhance customer self-service options.
- Collaborate closely with Product and Cloud Operations teams to gain expertise in products, processes, operational best practices, and product roadmap, ensuring customer needs influence product improvements.
- Create field support processes that define and accelerate escalation and debugging workflows.
- Minimize technical escalations to engineering groups by developing effective triage and resolution methods.
- Deliver on-site customer training on maintenance and operation techniques for UAS aircraft and docks.
- Actively engage with internal support leaders and cross-functional Engineering and Product teams to build support processes that enhance customer experience.
- Troubleshoot UAS Command and Control (C2) and Cloud networking issues using knowledge of Internet protocols, cellular modems, and wireless point-to-point radios across Enterprise to IoT infrastructure to help customers maximize their UAS fleet value.
- Stay current with network product and industry trends, collaborating with product, engineering, and business partners to align on network strategy and best practices for Skydio Docks and Remote Flight Operations.
Requirements
- At least 3 years of civilian or military UAS operations and flight experience.
- Experience in military or civilian operational, technical, customer-facing success, or field support roles.
- Ability and willingness to occasionally work flexible hours, including after-hours and weekend support on a rotation or as-needed basis.
- Assertive self-starter with strong interpersonal and written communication skills.
- Proficient in on-site real-time technical troubleshooting, problem-solving, and familiar with triage and escalation workflows.
- Strong desire to learn new skills and grow with the company and the rapidly evolving UAS remote operations field.
- Excellent knowledge and experience supporting or 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 networks.
- Demonstrated experience in solving complex problems related to military or civilian networks, APIs, and third-party integrations.
- Excellent ability to multitask and track multiple independent concurrent projects, managing them to resolution in a timely manner.
- Ability to work at different sites locally and travel regionally up to 30-50% of the time or as needed.
Nice to Have
- Experience with Customer Relationship Systems (CRMs); Salesforce and Jira experience is a plus.
Benefits
- Competitive base salaries
- Equity in the form of stock options
- Comprehensive benefits packages
- Relocation assistance may be provided for eligible roles
- Paid vacation time
- Sick leave
- Holiday pay
- 401K savings plan
Compensation
Competitive base salaries, equity in the form of stock options, comprehensive benefits packages, relocation assistance may be provided for eligible roles, paid vacation time, sick leave, holiday pay, 401K savings plan
Work Arrangement
Hybrid — Northwest United States, Seattle, Salt Lake City, Portland
Other
- This role will involve significant regional travel.
- Ability and willingness to occasionally work flexible hours and schedules, including after-hours and weekend support on rotation or as-needed basis.
- Be able work at different sites locally, and to travel regionally up to 30-50% of the time or as needed.
- Relocation assistance may also be provided for eligible roles.
