Senior Technical Support Representative, Skydio
$59-95k
+ Equity
More information about location
Drone manufacturer
Posted today
Drone manufacturer
501-1000 employees
Posted today
$59-95k
+ 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
- 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 12 hours x 7 days weekly support shift schedule
- 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
What the job involves
- Our support team provides best-in-class service and support to our growing commercial customer base while meeting or exceeding our service level agreements as defined by our business requirements. We’re highly focused on customer enablement, retention, and loyalty, and we work closely with partner teams in the Skydio Customer Success organization to ensure customers get the best out of their UAS investment
- We’re looking for a technical product support professional who is passionate about helping commercial customers get the most out of industry-leading autonomous UAS drone investments.
- You’ll utilize your proven B2B customer support skills and capabilities to assist Skydio pilots and drone operators in understanding product features, troubleshooting software, hardware, and cloud issues, and recommending best practices for safely and effectively flying.
- When our customers need help, you are responsible and empowered via knowledge guides and flight diagnostic tools. You will have access to cross-team experts to resolve their issues thoroughly, with an added emphasis on capturing data to inform product, process, and service improvement
- 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
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 $2 billion. 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. 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 benefits
- Work from home opportunities
Company HQ
Western Hills, San Mateo, CA
Leadership
Adam Bry
(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
(CTO)Earned a PhD in Electrical Engineering and Computer Science from MIT, and was a Software Engineer for Google's Project Wing.
Matt Donahoe
(CXO)Previously a Research Assistant at MIT Media Lab and a Mobile Engineer at Pocket Gems.
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