Product Support Engineer, Skydio
$103-135k
+ Equity
More information about location
Autonomous drones for DFR, inspection, and national security
Be an early applicant
Autonomous drones for DFR, inspection, and national security
501-1000 employees
Be an early applicant
$103-135k
+ Equity
More information about location
501-1000 employees
Company mission
To make the world more productive, creative, and safe with autonomous flight.
Role
Who you are
- Skydio is looking for a highly motivated individual with formal software or hardware engineering training and experience to help drive top-tier technical support experience process optimization
- This role is ideal for someone looking to gain broad technical product and business operations experience, and also open a door to longer-term careers in hardware or software engineering, and technical product management
- A 4-year degree in a software or hardware engineering discipline
- 1-3 years of experience in a software or hardware role, system engineer (SE) field experience, PSE or Technical Program Management
- Strong technical troubleshooting and problem-solving skills, and familiarity with triage and escalation workflows
- Experience working with Atlassian Jira, Salesforce, Databricks / SQL and AI tools (LLMs, Palantir AIP, ChatGPT, NotionAI, Claude)
- Familiarity with RESTful APIs, Cloud integration configuration and troubleshooting
- Understanding of cloud service offerings (AWS, GCP), deployment techniques, and configuration management
- Understanding of network architecture/troubleshooting for WiFi and 5G LTE cellular networks
- Experience performing hardware failure analysis and related tasks
- Experience working cross-functionally with technical Product, Manufacturing/Operations, and Go-to-Market teams
- Familiarity with autonomous robotics and IoT software concepts
- Self-starter with excellent interpersonal and written communication skills
- Ability to efficiently collaborate with others to quickly create high-impact solutions
What the job involves
- You’ll join with other Product Support Engineers (PSE) to take ownership of Support-to-Engineering escalation and Root Cause Analysis processes in collaboration with our Hardware, Software and Cloud engineering teams
- You will perform key operational tasks along with tool and process improvements benefiting Technical Support Representatives (TSR) and Product Engineering teams
- You will advise both groups on technical IoT device/flying robot troubleshooting best practices, identify, build and deploy troubleshooting and log analysis tools, lead Support-Product team weekly escalation meetings to mitigate emerging issues and much more
- Work closely with internal teams to become an expert on Skydio’s products, processes, specifications, and product roadmap
- Identify product failures that require Engineering or Manufacturing changes
- Work closely with Engineering teams to reduce escalations from Support by building sophisticated tools and define rock-solid triage and root cause analysis techniques. This may involve flight reproduction tests, log analysis and occasionally code-level inspection utilizing Claude, LLM and other AI tools
- Help build diagnostic processes used by Customer Support to resolve customer issues
- Develop technical content and product knowledge sharing best practices for use by Customer Support
- Use your software or hardware and Skydio product knowledge to create log analysis, diagnostic tools feature requests, and own collaboration with Engineering teams from roadmap to implementation within device and Cloud technology stacks
- With Skydio Field Support Representatives (FSR), interface with customers operating Skydio X10 dock-based fleets to provide Cloud integration support, with some on-site travel required
- Lead Support prioritization of bug backlog within the product planning process
- Be a Subject Matter Expert to Support TSRs performing incident investigations
- Build analytics dashboards in Databricks and use data to inform decision making
Our take
A leader in autonomous flight, Skydio builds drones that can track and film targets while avoiding obstacles. Its products have a wide range of applications, most notably for businesses that need to undertake inspections in unsafe places. The drones are also valuable to search and rescue efforts, police forces, and the US army.
Backed by a range of top investors and strategic partners (including Andreesen Horowitz, Levitate Capital, and Next 47) Skydio sets itself apart from its competitors by marketing its products predominantly to businesses. With technology such as 3D scanning and a 360-degree superzoom mode, its drones have a wide range of applications and functionality.
The company raised funding in 2023, which has boosted its valuation to over $2B. It has since focussed on R&D, developing and launching the X10 model which is designed for first responders and the military, as well as enhancing its remote control and thermal imaging capabilities. On top of this it's also been awarded two contracts to expand the use of advanced autonomous drones across key operational units by the US Air Force. As the largest American drone company, there is no reason Skydio shouldn't remain a key industry actor for years to come.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
24% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Nov 2024
$170m
SERIES E
Feb 2023
$230m
SERIES E
Total funding: $741m
Company HQ
Western Hills, San Mateo, CA
Leadership
Adam Bry
(Co-Founder & CEO)Having studied at MIT, they spent a year and a half at Google as a Software Engineer. They left this position in February 2014 to co-found Skydio.
Abraham Bachrach
(Co-FOunder & CTO)Earned a PhD in Electrical Engineering and Computer Science from MIT, and was a Software Engineer for Google's Project Wing.
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