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, 2PM - 10PM 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 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
Qualification
Proficient in technical troubleshootingCRM technology experienceA strong desire for feedback to learn
Required
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
Prior support experience within a 360 customer success retention & renewal team is a plus
A strong desire for feedback to learn, grow, and perform duties more efficiently
