skydio - Sr. Technical Support Representative, National Security Mission Success

• Experience with drones, UAVs, or UAS platforms. • Previous customer support experience in defense, government, public safety, utilities, transportation, infrastructure, or similarly complex operational environments. • Experience supporting technical products for professional, enterprise, government, or mission-critical users. • Strong technical troubleshooting and problem-solving skills, with familiarity in triage, escalation, and case management workflows. • Ability to travel to regional customer sites up to 10% of the time. • WHAT MAKES YOU A GOOD FIT: • 5-7 years of technical support experience, preferably supporting hardware, software, cloud, IoT, robotics, aviation, UAS, or other complex technical products. • Experience working with Defense, Government, Federal, Public Safety, or other mission-oriented customers is strongly preferred. • Adept at diagnosing technical issues across hardware, software, cloud services, connectivity, and customer operating environments. • Assertive self-starter with impeccable verbal and written communication skills, strong attention to detail, and the ability to manage time effectively across competing priorities. • Comfortable collaborating with team members, cross-functional partners, and technical experts to resolve complex issues while actively sharing knowledge and expertise. • 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, including phone, chat, and email support. • CRM technology experience, with Zendesk or Salesforce Service Cloud preferred. • Experience operating within a customer success, retention, renewal, mission success, or customer enablement organization is a plus. • A strong desire for feedback and continuous improvement to learn, grow, and perform duties more efficiently. • Unwavering professionalism, sound judgment, and the ability to support customers operating in complex and high-priority environments.