Technical Support Specialist

Skydio; Deutschland; Vor Ort; EUR 40.000 - 60.000; Vollzeit

Zusammenfassung

Skydio is seeking a technical product support professional to deliver exceptional support for their autonomous UAS drone products. This role is crucial for ensuring customer satisfaction and driving brand loyalty by utilizing strong B2B customer support skills.

The position focuses on product understanding, troubleshooting, and communication with customers to resolve issues effectively. Ideal candidates are expected to work flexible hours, including weekends, and would be located near the Pacific Time Zone.

Qualifikationen

• Proven B2B customer support skills.
• Experience with troubleshooting software, hardware, and cloud issues.
• Ability to communicate effectively with customers.

Aufgaben

• Deliver premier technical support to drive customer satisfaction.
• Proactively seek clarity on ambiguities affecting customers.
• Serve as the Voice of Customer to enable product improvement.
• Resolve issues quickly with clear and empathetic communication.
• Become a Subject Matter Expert in the Skydio UAS platform.

Jobbeschreibung

Overview

Skydio is the leading US drone company and the world leader in autonomous flight. The Skydio team combines expertise in artificial intelligence, hardware and software product development, operational excellence, and customer focus to empower a broad audience of drone users, from utility inspectors to first responders, and beyond.

About the team

Our support team provides best-in-class service and support to our growing commercial customer base, meeting or exceeding service level agreements defined by our business requirements. We focus 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 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 supported and empowered via knowledge guides and flight diagnostic tools. You will have access to cross-team experts to resolve issues thoroughly, with an 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

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 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 knowledge to support team collaboration