skydio - Technical Support Specialist

• 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