Field Support Representative

🔥 22 minutes ago

⛰️ Colorado, Nebraska, +2 more states – Remote

⛰️ Colorado – Remote 🌾 Nebraska – Remote ⛷️ Utah – Remote 🦬 Wyoming – Remote

💵 $100k - $125k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Skydio

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2014

🎖️ Defense

🏭 Manufacturing

📦 Logistics

💰 $170M Series E - Skydio on 2024-11

Defense • Manufacturing • Logistics

Skydio is a manufacturer of autonomous drone systems that combine advanced onboard artificial intelligence, sensors, and cloud software to automate flight for inspection, security, public safety, and mapping missions. Its product family (including the X10, X10D, R10, docking stations, and software such as Skydio Autonomy and DFR Command) is designed for rapid situational awareness, automated inspections, site security, and Drone-as-First-Responder deployments for government, utilities, and enterprise customers. Skydio delivers integrated hardware, software, and services to enable safer, faster, and more autonomous operations in challenging environments.

📋 Description

• Provide UAS system and Cloud operational best practices and deep feature diagnostics to Skydio commercial, state and local government customers • Provide onsite and remote technical and logistics support for Skydio hardware and software products • Perform device firmware troubleshooting, mission usage and configuration optimization, and cloud network optimization or issue diagnostics • Analyze logs, customer incident tickets and internal documentation to determine root causes of flight and skill issues • Provide mitigation recommendations to customers and collaborate with product teams to drive product enhancements • Act as the product specialist liaison between Skydio and customers by responding proactively to advanced technical support questions • Support training and content teams as a technical product knowledge resource • Develop field support processes that accelerate escalation and debugging workflows • Reduce technical escalations into engineering through effective triage and resolution techniques • Provide onsite customer training on maintenance and operation techniques for UAS aircraft and docks • Collaborate with Support, Engineering, Product and Cloud Operations teams to improve customer experience and product processes • Troubleshoot UAS Command and Control and Cloud networking issues involving Internet protocols, cellular modems and wireless point-to-point radios • Stay current with network product and industry trends and align network strategy and best practices for Skydio Docks and Remote Flight Operations • Own customer relationships in the field and collect feedback for internal teams

🎯 Requirements

• At least 3 years of civilian, law enforcement or military UAS operations and flight experience • Experience in military, law enforcement or civilian operational, technical, 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 • Proficient in onsite real-time technical troubleshooting, problem-solving, triage and escalation workflows • Experience working with Customer Relationship Systems (CRMs) • Excellent knowledge and experience supporting/troubleshooting IoT or enterprise applications using streaming and packet networks and streaming APIs, such as 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 related to military and/or civilian networks, APIs and third-party integrations • Ability to multi-task and manage multiple concurrent projects to resolution • Ability to work at different sites locally and travel regionally up to 30–50% of the time or as needed • FAA Part 107 certification within the first 60 days is strongly encouraged for all employees and required for certain positions • Proximity to a major airport is required • Assertive self-starter with strong interpersonal and written communication skills • Strong desire to learn new skills and grow with Skydio and the UAS remote operations landscape

🏖️ Benefits

• Equity in the form of stock options • Comprehensive benefits packages • Relocation assistance may be provided for eligible roles • Group health insurance plans • Paid vacation time • Sick leave • Holiday pay • 401K savings plan • Opportunity to benefit from the company's success