skydio - Field Support Representative (Southwest, Remote)
Responsibilities
• Provide best-in-class onsite and remote technical and logistics support for Skydio products. • Perform device firmware troubleshooting and mission usage/configuration optimization remotely. • Optimize the use of first / third party cloud network services, including issue diagnostics when necessary. • Utilize log analysis tools to determine root causes of flight issues related to media streaming or 3D scanning capabilities; provide mitigation recommendations and collaborate with product teams for enhancements. • Take ownership of customer relationships in the field by collecting feedback, acting as a trusted partner between Skydio Program Management, Product Support, Engineering Teams, and customers. • Act as liaison to proactively respond to advanced technical support questions from various stakeholders including governmental agencies, utility companies, first responders, military personnel in battlefield scenarios, etc. • Be a resource for training and content teams by sharing product knowledge collaboratively; work on improving customer self-help resources. • Work closely with Product and Cloud Operations Teams to understand products' features, operational best practices, processes, and roadmap to ensure that the needs of customers are reflected in future enhancements. • Develop field support processes for escalation and debugging workflows; define effective triage techniques to reduce technical escalations into engineering groups. • Provide onsite training to customers regarding maintenance and operation techniques relevant to UAS aircrafts and docks, including firmware troubleshooting when necessary.
Benefits
• Remote work opportunity • Significant travel opportunities for fieldwork in Southwest US states of CA, NV, NM, AZ near major airports. • Act as a product specialist liaison between Skydio and customers • Become an expert on Skydio’s products, processes, operational best practices, and product roadmap to ensure customer needs are reflected in product enhancements • Develop field support processes that define and accelerate escalation and debugging workflows. • Reduce the number of technical escalations into engineering groups by developing effective triage and resolution techniques. • Provide on-site training for customers in maintenance and operation techniques relevant to UAS aircrafts and docks
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT