Field Support Representative (Southwest, Remote)

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.

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 combine your relevant UAS experience with hands-on Skydio product knowledge to provide best-in-class onsite and remote technical and logistics support, help keep Skydio customers' pilots flying, and our engineering and marketing teams plugged into the customer experience.  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. Utilizing log analysis tools, customer  incident tickets and internal documentations, you will use your technical troubleshooting skills to determine the root cause of various flight and skill (e.g.,  media streaming, 3D scan) issues, provide mitigation recommendations to customers, and collaborate with product teams to drive product enhancements.  By taking ownership of customer relationships in the field and collecting feedback, you will be a trusted partner and liaison between Skydio Program Management, Product, Support and Engineering teams.

 

Location: Southwest (CA,NV,NM,AZ) United States, along with location near a major airport is what's primarily important. This role will involve significant travel.

How you'll make an impact:

- Act as the product specialist liaison between Skydio and our customers by proactively responding to advanced technical support questions.

- Be a technical product knowledge resource to training and content teams, working collaboratively to improve customer self-help..

- Work closely with Skydio Product and Cloud Operations teams to become an expert on Skydio’s products, processes, operational best practices, and product roadmap to ensure customer needs are reflected in product enhancements..

- 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.

- Provide on-site training to custom