Working hours: Wednesday to Friday, 7 AM - 5 PM MT and Saturday 6 AM - 4 PM MT
Location Preference: The ideal candidate will be located on the West Coast or within the Pacific Time Zone to align with working hours or in the East Coast. 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
What makes you a good fit
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
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
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.
Compensation for certain positions may vary based on the position’s location.
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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/
