Product Support Engineer, Skydio
$95-146k
Office located in San Mateo, CA
Drone manufacturer
Job no longer available
Drone manufacturer
501-1000 employees
Job no longer available
$95-146k
Office located in San Mateo, CA
501-1000 employees
Company mission
To make the world more productive, creative, and safe with autonomous flight.
Role
Who you are
- This role is ideal for someone looking to build a career in either technical program management or software development
- You are adept at technical troubleshooting, have strong problem-solving skills, and are familiar with triage and escalation workflows
- You’re a self-starter with excellent interpersonal and written communication skills
- You have 1-3 years of software or hardware engineering training or experience or similar system engineer (SE) field experience working with software/hardware product custom integrations.
- You have experience working with Atlassian Jira, Salesforce, Additional experience with APIs, Tableau, SQL a plus
- Proficiency with Python, Javascript/Typescript,Streamlit, github and other build tools
- Familiarity with REST-ful APIs, Linux operating system configuration, relational databases (Postgres, MySQL) and caching systems (Redis, Memcached)
- Understanding of cloud service offerings (AWS, GCP), deployment techniques, and configuration management
- Bonus points for familiarity with autonomous robotics software concepts
- Knowledge of network architecture/troubleshooting for WiFi and 5G LTE cellular networks
- You have experience working cross-functionally with technical Product, Manufacturing/Operations, and Go-to-Market teams
What the job involves
- Skydio is looking for a highly motivated individual with formal software development training or experience to help drive technical top-tier technical support experience
- By taking ownership of the support escalations and Root Cause Analysis workflows (in tight alignment with our hardware, software and Cloud engineering teams), you will act as the first point of technical escalation to review, analyze and validate support findings leveraging your SW development experience and be a liaison between the CS and Engineering teams
- You will advise both groups on best practices and access to all resources necessary to achieve the expected outcome, focusing on the significance of SLAs and root cause analysis
- Work closely with internal teams to become an expert on Skydio’s products, processes, specifications, and product roadmap
- Help build diagnostic processes used by Customer Support to resolve customer issues and identify product failures that require Engineering or Manufacturing changes. Work closely with Engineering teams to reduce the number of technical escalations by utilizing all available tools to develop rock-solid triage and resolution techniques. This may involve flight reproduction test and code-level analysis
- Develop content and knowledge sharing best practices for use by the Skydio global customer support team
- Use your software knowledge and Skydio product knowledge to create log analysis and diagnostic tools feature requests and own collaboration with Engineering teams from roadmap to implementation
- Interface with large scale drone fleet operators to provide technical product and integration support, with some on-site travel required
- Lead Support prioritization of bug backlog within the product planning process
- Provide our tiered support structure with technical analysis and troubleshooting structure that reduces our response times and meets or exceeds our SLAs
- Work directly with product teams to communicate common break/fix points and prioritize and understand development timelines
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
Insights
Company
Funding (last 2 of 6 rounds)
Feb 2023
$230m
SERIES E
Feb 2021
$171m
SERIES D
Total funding: $571m
Company benefits
- Work from home opportunities
Company values
- We consider the holistic impact our products have on communities and countries
- We use our role as a leader in autonomous flight technology to promote the responsible development and use of Artificial Intelligence (AI)
- We proactively promote best practices on the responsible use of our products with our customers
- We engage in policy and regulatory efforts to support laws, policies, and standards aligned with our values
- We engage in a responsible way with public sector customers in the United States and other free societies
- We will not sell our products to repressive regimes
- We will not put weapons on our drones and will oppose fully autonomous lethal weapons systems
- We seek to create connections between our employees and the customers we serve beyond simply providing products and services
- We seek to provide flexibility and freedom for people to choose what they work on
Company HQ
Western Hills, San Mateo, CA
Articles
Founders
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.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 15 more jobs at Skydio