Field Support Representative - Virginia

Skydio; United States; Remote; USD 110,000 - 130,000; Full time

Job summary

Skydio seeks a products ambassador to support utility customers with on-site and remote technical and logistics expertise for UAS deployments.

You'll liaison between customers and Skydio Product/Support teams, help stand up drone-in-a-box programs, train staff, and optimize field operations while traveling regionally up to 60%. This role emphasizes safety, regulatory compliance, and ongoing feedback to influence the product roadmap.

Qualifications

• 3+ years of UAS operations, ideally in utility/critical infrastructure.
• Experience in operational, technical, customer-facing success, or field support roles.
• Familiarity with utility inspection use cases (transmission lines, substations, vegetation).
• Comfort around energized infrastructure and safety procedures.
• Knowledge of cybersecurity and compliance (NERC CIP) is a plus.
• Willingness to travel regionally up to 60% and occasionally outside typical hours.
• Strong communication and collaboration skills with internal teams.

Responsibilities

• Act as liaison between Skydio and utility customers for advanced technical support.
• Help stand up and scale drone-in-a-box programs at substations and remote assets.
• Be a technical product knowledge resource to training and content teams.
• Work with Product and Cloud Operations to align customer needs with roadmap.
• Develop field support processes and improve escalation and debugging workflows.
• Reduce escalations by triaging and resolving issues efficiently.
• Provide on-site training on maintenance and operation techniques for UAS and docks.
• Partner with internal teams to improve customer experience and support processes.
• Troubleshoot UAS C2 and Cloud networking issues across networks and devices.
• Stay current with network trends to inform product strategy for Docks and Remote Flight Ops.

Skills

UAS operations

customer-facing

field support

communication

problem-solving

multitasking

travel up to 60%

FAA Part 107 certification encouraged

CRMs (Salesforce)

on-site troubleshooting

Tools

Salesforce

Jira

WebRTC

REST APIs

Job description

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 and deep feature diagnostics to Skydio’s utility and commercial customers, along with state and local government agencies. You’ll combine your UAS experience, ideally gained inside or alongside an electric, gas, or energy utility, with hands-on Skydio product knowledge to provide best-in-class onsite and remote technical and logistics support, help keep utility pilots and inspection programs flying, and keep our engineering and marketing teams plugged into the customer experience. You’ll work both remotely and at customer sites such as substations, transmission and distribution corridors, and generation facilities, performing device firmware troubleshooting, inspection mission configuration and optimization, and 1st / 3rd party cloud network optimization and issue diagnostics. Using log analysis tools, customer incident tickets, and internal documentation, you will determine the root cause of flight and skill issues (e.g., media streaming, 3D scan, automated inspection workflows), provide mitigation recommendations to customers, and collaborate with product teams to drive product enhancements. By owning 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:

Virginia preferred, though proximity to Richmond is the primary requirement.

How you’ll make an impact:

• Act as the product specialist liaison between Skydio and our utility customers, proactively responding to advanced technical support questions from UAS program managers, inspectors, and field crews.
• Help utility customers stand up and scale drone-in-a-box programs, including Skydio Dock deployments at substations and other remote assets, remote and BVLOS operations, and recurring automated inspection missions.
• 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, ensuring utility inspection and asset management 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 maintenance and operation techniques for UAS aircraft and docks, with attention to the safety practices and site access requirements of utility environments.
• Proactively partner with internal support leaders and cross-functional Engineering and Product teams to build support processes that improve the customer experience.
• Troubleshoot UAS Command and Control (C2) and Cloud networking issues using your knowledge of Internet protocols, cellular modems, and wireless point-to-point radios across enterprise, IoT, and utility OT/IT network environments to help customers get the most value from 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 UAS operations and flight experience, with utility, energy, or critical infrastructure inspection experience strongly preferred.
• Experience in operational, technical, customer-facing success, or field support roles, ideally supporting electric or gas utilities, energy providers, or the contractors that serve them.
• Familiarity with utility inspection use cases such as transmission and distribution line inspection, substation monitoring, storm damage assessment, and vegetation management.
• Comfort working on or near energized infrastructure and following utility safety protocols, site access procedures, and PPE requirements.
• Familiarity with utility cybersecurity and compliance considerations (e.g., NERC CIP) and with deploying connected devices on utility networks is a plus.
• Ability and willingness to occasionally work flexible hours, including after-hours and weekend support on a rotation or as-needed basis (e.g., during storm response).
• Assertive self-starter with great interpersonal and written communication skills.
• Proficient in onsite, real-time technical troubleshooting and 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 with Customer Relationship Management systems (CRMs); Salesforce and Jira experience is a plus.
• Strong experience supporting and troubleshooting IoT or enterprise applications using streaming and packet networks and streaming APIs (e.g., WebRTC and REST).
• Demonstrated expertise troubleshooting and optimizing network-connected devices streaming content over WiFi mesh and carrier mobile networks.
• Demonstrated experience solving complex problems involving enterprise, utility, or field networks, APIs, and 3rd party integrations (e.g., asset management or GIS platforms).
• Excellent ability to multitask and manage multiple concurrent projects to resolution in a timely manner.
• Able to work at different sites locally and travel regionally up to 40–60% of the time, or as needed.
• Obtaining FAA Part 107 certification within the first 60 days of employment is strongly encouraged for all Skydio employees and required for certain positions. BVLOS waiver or remote operations experience is a plus.

Compensation:

At Skydio, our compensation packages for regular, full-time employees include competitive base salaries, equity in the form of stock options, and comprehensive benefits packages. Compensation will vary based on factors, including skill level, proficiencies, transferable knowledge, and experience. Relocation assistance may also be provided for eligible roles. The annual base salary range for this position is $110,000 - $130,000*. Fundamentally, we believe that equity is the key to long-term financial growth, and we ensure all regular, full-time employees have the opportunity to significantly benefit from the company's success. Regular, full-time employees are eligible to enroll in the Company’s group health insurance plans. Regular, full-time employees are eligible to receive the following benefits: Paid vacation time, sick leave, holiday pay and 401K savings plan. This position and all associated benefits are subject to applicable federal, state, and local laws, as well as the Company’s policies and eligibility criteria.

*Compensation for certain positions may vary based on the position’s location.

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.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or other characteristics protected by 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/