Customer Support Field Support Representative (West Coast, Remote)

Booster; San Mateo (CA); Remote; USD 82,000 - 145,000; Full time

Job summary

An innovative firm is seeking a UAS Product Ambassador to enhance customer experience through technical support and training. This role involves working closely with customers to troubleshoot issues, provide on-site training, and develop processes that improve support workflows. The ideal candidate will have a strong background in UAS operations and technical troubleshooting, along with excellent communication skills. Join a team that values diversity and innovation, and contribute to the future of drone technology while working in a dynamic and flexible environment.

Benefits

Flexible working hours

Health benefits

Travel opportunities

Training and development programs

Qualifications

• 3+ years of UAS operations and flight experience required.
• Proficient in technical troubleshooting and problem-solving.

Responsibilities

• Act as the product specialist liaison between Skydio and customers.
• Provide on-site training to customers on UAS aircraft maintenance.

Skills

UAS operations experience

Technical troubleshooting

Problem-solving

Interpersonal communication

Knowledge of Internet protocols

Experience with Salesforce service cloud

Experience with scripting languages (Bash, PHP, Python)

Experience with IoT applications

Education

3+ years of UAS operations experience

Tools

Salesforce

Jira

Netsuite

Network diagnostic tools

Job description

Skydio is the leading US drone company and the world leader in autonomous flight, the key technology for the future of drones and aerial transportation. The Skydio team combines deep expertise in artificial intelligence, best-in-class hardware and software product development, and operational excellence to empower a broader, more diverse audience of drone users - from first responders to insurance claims adjusters, utilities, and more!

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: Pacific Time Zone near a major airport. Must be in: Los Angeles, San Francisco, San Diego, Las Vegas, Reno, Portland, Seattle, Spokane, Boise, Denver, Salt Lake City

Working Hours: 9:00 AM – 6:00 PM PT.

Travel Requirement: Must be able to work at various local sites and travel regionally up to 30% or as needed.

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 customers in the areas of maintenance and operation techniques relevant to the UAS aircrafts and docks.
• Proactively participate with both internal support leaders and cross-function Eng and Product teams in building support processes that improve and enhance customer experience.
• Troubleshoot UAS Command and Control (C2) and Cloud networking issues using your knowledge of the Internet protocols, cellular modems and wireless point-to-point radios in everything from Enterprise to IoT infrastructure to help customers maximize the useful value of their UAS fleet.
• Stay current with network product and industry trends, working with product, engineering and business partners to align on our network strategy and best practices for Skydio Docks and Remote Flight Operations.

What makes you a good fit:

• At least 3 years of civilian or military UAS operations and flight experience.
• Experience in operational, technical, or customer-facing success or field support roles.
• Ability and willingness to occasionally work flexible hours and schedules, including after-hours and weekend support on rotation or as-needed basis.
• Assertive self-starter with great interpersonal and written communication skills.
• Proficient in technical troubleshooting, problem-solving and familiar with triage and escalation workflows.
• A strong desire to learn new skills and grow with Skydio and the rapidly evolving UAS remote operations landscape.
• Experience working with Salesforce service cloud, Jira bug tracking, Netsuite is a plus.
• Experience with scripting languages such as Bash, PHP, Python a plus.
• Excellent knowledge and experience supporting/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 network.
• Demonstrated experience in solving complex problems related to APIs, webhooks and third party integrations.
• Hands-on experience with a variety of Network diagnostic tools.
• Excellent ability to multi-task and track multiple independent concurrent projects and manage them to resolution in a timely manner.
• Be able work at different sites locally, and to travel regionally up to 30% of the time or as needed.

Compensation Range: The annual base salary range for this position is $82,000 - $145,000*. Compensation will vary based on factors, including skill level, proficiencies, transferable knowledge, and experience. In addition to base salary, Skydio full-time employees are eligible to enroll in our benefit plans and take advantage of a variety of incentives and stipends.

* For some positions the pay may be dependent upon the individual's regional location.

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At Skydio we believe that diversity drives innovation. We have created a multidisciplinary environment that embraces the power of diverse perspectives to create elegant solutions for complex problems. We are committed to growing our network of people, programs, and resources to nurture an inclusive culture.

As such, we do not make hiring or other employment-related decisions on the basis of an applicant or employee’s race, color, ethnicity, national origin, citizenship, sex/gender (including pregnancy, childbirth, breastfeeding and related medical conditions), gender identity or expression, age, religion, disability status, sexual orientation, marital status, medical condition, genetic information or characteristics, veteran, military or family status, or other classifications protected by applicable federal, state or local anti-discrimination laws.

For positions located in the United States of America, Skydio, Inc. uses E-Verify to confirm employment eligibility. To learn more about E-Verify, including your rights and responsibilities, please visit https://www.e-verify.gov/