Technical Support Specialist

The Technical Support Specialist provides premier B2B technical support to commercial drone customers, troubleshooting software, hardware, and cloud issues, and recommending best practices. The role involves being the Voice of Customer, capturing data for product improvement, and contributing to operational excellence. The specialist works closely with cross-team experts and participates in product dogfooding and process building.

Responsibilities

• 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 product dogfooding and give feedback that helps deliver the highest quality product experience possible
• Proactively participate in building support processes that improve and enhance the customer experience
• Own your work and contribute to operational excellence and low-effort customer support experiences

Requirements

• 5-7 years of Technical Support experience with drones/UAV/UAS
• Must have previous customer support experience in utilities, transportation/infrastructure, or public safety organizations
• Willing to work a flexible schedule within a 10 to 7 hours of operations
• Collaborate effectively with team members to resolve complex technical issues, actively share knowledge and expertise, and contribute to a supportive team environment.
• Motivated self-starter with impeccable verbal and written communication skills, obsessive attention to detail, and the ability to manage time effectively
• Proficient in technical troubleshooting, problem-solving and familiar with triage and escalation workflows
• An inquisitive troubleshooter with a passion for drone, cloud, and IoT technology along with a strong desire to learn new skills and grow with Skydio
• Experience with multi-channel customer communication (phone, chat, email support)
• CRM technology experience, Zendesk or Salesforce Service Cloud preferred
• A strong desire for feedback to learn, grow, and perform duties more efficiently

Nice to have

• Prior support experience within a 360 customer success retention & renewal team is a plus

Benefits

• 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 $59,600 - $100,000. 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.