Senior Technical Support Specialist, Skydio
$65-85k
Salary may vary in different locations
More information about location
Drone manufacturer
Job no longer available
Drone manufacturer
501-1000 employees
Job no longer available
$65-85k
Salary may vary in different locations
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
- Willing to travel 10% of the working year
- Experience with drones/UAV/UAS
- Active Secret or Top-Secret Security Clearance or ability to obtain, as required
- Proficient in technical troubleshooting, problem-solving and familiar with triage and escalation workflows
- Experience in technology companies serving Skydio’s focus markets: Federal, State & Local Government, or Large Enterprise (Construction, Utilities, Telecommunications, etc.)
- 4+ years of experience in B2B operational, technical, or customer-facing success or support roles
- Experience using the Linux/Windows/macOS shell and basic utilities
- Experience with scripting languages such as Bash, PHP, Python
- Experience supporting/troubleshooting IoT or enterprise applications using streaming and packet networks and streaming APIs (e.g WebRTC and REST)
- Strong understanding of Network Security and IPsec implemented across multiple networks
- Experience with optimizing media streaming over mixed wireless networks
- Experience in troubleshooting and optimizing network connected devices running over WiFi meshed and carrier mobile network
- Familiarity with RMA, spares, logistics or other repair workflows
- Value Added Reseller (VAR) or OEM Partner support Ops/Program experience
- Experience working with Salesforce Service Cloud case management and Jira bug tracking
- Assertive self-starter with excellent interpersonal and written communication skills
- 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
- Experience working cross-functionally across engineering, ops, product, and go-to-market teams
- A strong desire to learn new skills and grow with Skydio and the rapidly evolving UAS remote operations landscape
What the job involves
- As a Senior 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’s growing Federal, SLED, and Enterprise 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 issues, provide mitigation recommendations to customers, and collaborate with product teams to achieve issue resolutions
- Be the conduit between Skydio and our customers with the ability to address all advanced technical support questions our customers may have in a timely manner
- Work with Product and Engineering teams to communicate and elevate the customers “voice” to internal stakeholders and prioritize and understand development timelines
- Develop effective triage and resolution techniques to reduce the number of technical escalations into Product and Engineering teams
- Be a domain expert on Skydio products and subsystems down to the component level, and proactively seek clarity with internal stakeholders when you need additional insight or clarity
- Work closely with Customer Success to provide priority response playbooks and after-action reporting (AAR)
- Be flexible: Willing and enthusiastic to work on multiple projects, both tactical and strategic as needed
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.
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