Senior Technical Support Specialist

Skydio is the leading US drone company and the world leader in autonomous flight, the key technology for the future of drones and aerial transportation. The Skydio team combines deep expertise in artificial intelligence, best-in-class hardware and software product development, and operational excellence to empower a broader, more diverse audience of drone users - from action sports enthusiasts to first responders to insurance claims adjusters.

About the role:

As a Technical Support Specialist, you will work in a small team of high-performing individuals who provide drone and cloud feature deep diagnostics and advisory services to Skydio business and government customers.  You’ll combine your relevant experience with hands-on Skydio product knowledge to help keep Skydio customers' pilots flying, and our engineering and marketing teams plugged into the customer experience.  You’ll work daily with hardware and software components that may involve on-device firmware troubleshooting, mission usage / configuration optimization, and 1st / 3rd party cloud network issue diagnostics. Utilizing log analysis, existing incident tickets and internal documentations, you will use your technical troubleshooting skills to determine the root cause of various flight or media streaming issues, provide mitigation recommendations to customers, and collaborate with product teams to achieve issue resolutions. 

How you'll make an impact:

• Deliver premier technical support to drive business and consumer customer satisfaction and brand evangelism.
• Help identify knowledge gaps with our content teams, continuously improving our customer facing knowledge and training articles.
• Act as the conduit between Skydio and our Enterprise customers and proactively respond to all advanced technical support questions in a timely manner.
• Work closely with Skydio internal teams to become an expert on Skydio’s products, processes, specifications, and product roadmap, especially concerning communication interactions with Skydio autonomy feature behavior.
• Collaborate with internal teams such as Product to familiarize yourself with our product specifications, features and capabilities and be able to influence the product roadmap as this role will involve a significant amount of non-networking specific product issues.
• Proactively participate with both internal support leaders and cross-function Eng and Product teams in building support processes that improve and enhance the customer experience.
• Working cross-functionally with Technical, Product, Engineering, Logistics and Go-To-Market teams ensuring proper prioritization of all customer issues and escalations.
• Troubleshoot networking issues using your knowledge of the Internet Protocol Suite, cellular modems and wireless point-to-point radios in everything from Enterprise to IoT infrastructure.

• Stay current with network product and industry trends, working with product, engineering and business partners to align on our network strategy and best practices for our Docks and Remote Operations. 
• Ensuring all our internal network support documentations are current and accurate including system configurations, dependencies on supporting infrastructure as well as Skydio specific IP, routing, etc.
• Function as a subject matter expert on projects that have network requirements.

What makes you a good fit:

• At least 2 years of experience using the Linux/Windows/macOS shell and basic utilities.
• At least 4 years of experience in B2B operational, technical, or customer-facing success or support roles.
• Willing to work flexible hours and schedule, including after-hours and weekend support on rotation or as-needed basis, while communicating with the other distributed Skydio teams. 
• Assertive self-starter with great interpersonal and written communication skills.
• Proficient in technical troubleshooting, problem-solving and familiar with triage and escalation workflows. A strong desire to learn new skills and grow with Skydio and the rapidly evolving UAS remote operations landscape.
• Experience working with Zendesk customer service software, Jira bug tracking, Netsuite and Salesforce is a plus. 
• Experience with scripting languages such as Bash, PHP, Python a plus.
• Strong understanding of Network Security and IPsec implemented across multiple networks.
• Excellent knowledge and experience supporting/troubleshooting IoT or enterprise applications using streaming and packet networks and streaming APIs (e.g WebRTC and REST). Demonstrated Expertise in troubleshooting and optimizing network connected devices running over WiFi meshed and carrier mobile network.
• Experience with optimizing media streaming over mixed wireless networks 
• Hand