Senior Technical Support Representative

August 28

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Skydio

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Aerospace • Artificial Intelligence • Transport

Skydio is a leading drone technology company specializing in autonomous flying solutions. They design and manufacture intelligent drones that utilize advanced AI to navigate dynamic environments, making them ideal for applications in public safety, transportation, inspection, and more. Skydio's drones are known for their ease of use, reliability, and cutting-edge technology that enables them to perform complex tasks without manual control.

201 - 500 employees

Founded 2014

🚀 Aerospace

🤖 Artificial Intelligence

🚗 Transport

💰 Series D on 2021-03

📋 Description

• Provide 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 12 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

🏖️ Benefits

• Group health insurance plans • Paid vacation time • Sick leave • Holiday pay • 401K savings plan • Relocation assistance may be provided for eligible roles