Field Support Representative (Southwest, Remote)
In OfficeMidNAUtilitiesDiagnosticsCustomer Support RepresentativeBashPHPPythonTeam ManagementMedia Relations
Upload My Resume
Drop here or click to browse · PDF, DOCX, TXT
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
Similar Jobs
17h ago