Technical Support Specialist - West Coast

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 team: 

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.

About the role: 

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 utilize your proven B2B customer support skills and capabilities to 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.  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, 8:00 AM–4:00 PM PT, with flexibility to work a weekend shift (Saturday & Sunday, 10-hour shifts).

Location Preference: The ideal candidate will be located on the West Coast or within the Pacific Time Zone to align with working hours. This role may require up to 10% travel to regional customer sites.

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

- 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 pr