skydio - Support Systems Specialist

• Lead the build-out of Skydio’s next-gen support operations portal — enabling customers to see case status, telemetry insights, training/warranty policies, and troubleshooting resources in one unified experience. • Collaborate with stakeholders in Mission Success, Field Services, and Product to ensure a 360° digital experience across the customer journey. • Cross-Functional Architecture & Governance • Act as a bridge across silos, ensuring unified systems design across Support, Success, Field Services, Skydio Cloud, and Revenue Ops. • Establish best practices for API use, Mission Success systems architecture, and data governance. • Provide project-level leadership, writing BRDs, roadmaps, user stories, and guiding cross-team delivery. • Scalability & Cost Avoidance • Deliver solutions that expand support capacity without exponential headcount growth. • Quantify and communicate ROI of new systems — showing measurable efficiency gains and cost savings. • What makes you a good fit: • A business process and systems thinker with both technical fluency and a passion for improving the human experience of support. • Strong understanding of APIs, integrations, and data pipelines (REST, ETL, middleware, Palantir, SQL, and Salesforce). • Proven capacity to architect AI-driven integrations (e.g., Palantir, ChatGPT) that enhance workflow automation and business intelligence. • Experience designing customer-facing digital experiences (customer portals, self-service tools, workflow automation, customer adoption, and training/knowledge transfer). • Proven ability to operate at the project manager level: writing requirements, running sprints, aligning stakeholders. • Familiarity with customer success processes (training, warranty, field service) and how they interconnect with support. • Excellent communication skills, with the credibility to work across technical, Success, Field Services, and executive audiences. • 2+ years of Salesforce Service Console and/or Experience Cloud administration; Salesforce certifications highly desired. • Familiarity with data warehousing/analytics platforms (e.g., Palantir, Databricks, Snowflake, SQL). You are not afraid of a massive Google or Office spreadsheet and have some familiarity with relational database products and concepts (e.g., SQL, Relational Data Model). • Experience working cross-functionally with technical, operations, and GTM teams in an extremely agile environment. • Ability to lead technical projects end-to-end: scoping requirements, writing BRDs, coordinating development, and tracking delivery. You can write a Project Charter or Business Systems Requirement Document (BRD) to help direct working groups, and are capable of tracking complex projects via Jira sprints, GANTT charts, or other standard systems of record. • Comfort with agile methods (sprints, backlogs, Jira) and balancing multiple priorities. • Strong communicator who can bridge the gap between engineers, support agents, and leadership stakeholders. • Experience with Notion, Google Suite, Salesforce, or Netsuite is a plus. • (Nice to have) Familiarity with Experience Cloud/customer portal design and user experience principles.