Field Support Representative - Mid West; Lakes

Field Support Representative – Mid West (Great Lakes)

US Remote – Full‑time

Skydio is the leading US drone company and the world leader in autonomous flight, the key technology for the future of drones and aerial mobility. The Skydio team combines deep expertise in artificial intelligence, best‑in‑class hardware and software product development, operational excellence, and customer obsession to empower a broader, more diverse audience of drone users — from utility inspectors to first responders and soldiers in battlefield scenarios, and beyond.

As a Skydio product ambassador, you will work in a small, high‑performing team that provides UAS system and Cloud operation best practices, deep feature diagnostics, and on‑site and remote technical and logistics support to Skydio commercial, state & local government, and educational customers. You will combine your UAS experience with hands‑on Skydio product knowledge to keep pilots flying, support engineering and marketing teams, and deliver best‑in‑class service at customer sites.

• Provide device firmware troubleshooting, mission usage‑configuration optimization, and first‑/third‑party cloud network optimization for Skydio hardware and software.
• Use log‑analysis tools, incident tickets, and documentation to diagnose flight and skill issues (e.g., media streaming, 3‑D scan) and provide mitigation recommendations.
• Collaborate with product teams to drive product enhancements based on customer feedback.
• Act as the product specialist liaison, proactively responding to advanced technical support questions.
• Develop field support processes that accelerate escalation and debugging workflows.
• Reduce the number of technical escalations into engineering by creating effective triage and resolution techniques.
• Provide on‑site training to customers in maintenance and operation techniques for UAS aircraft and docks.
• Troubleshoot UAS Command and Control (C2) and Cloud networking issues, applying knowledge of Internet protocols, cellular modems, and wireless point‑to‑point radios.
• Stay current with network product and industry trends, working with product, engineering, and business partners to refine our network strategy for Skydio docks and remote flight operations.

Midwest / Great Lakes region. Preference for candidates based near a major airport; priority areas include Dayton or Cincinnati, OH;
Chicago, IL; and Indianapolis, IN. Significant regional travel is required.

• At least 3 years of civilian or military UAS operations and flight experience.
• Experience in military or civilian operational, technical, or customer‑facing support roles.
• Willingness to work flexible hours, including after‑hours and weekend support on rotation.
• Assertive self‑starter with strong interpersonal and written communication skills.
• Proficient in on‑site real‑time technical troubleshooting, problem‑solving, and familiar with triage and escalation workflows.
• Strong desire to learn and grow with Skydio and the evolving UAS remote operations landscape.
• Experience with Customer Relationship Systems (CRMs), Salesforce, and Jira is a plus.
• Excellent knowledge of 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 streaming over WiFi mesh and carrier mobile network.
• Experience solving complex problems related to military/civilian networks, APIs, and third‑party integrations.
• Ability to multi‑task and manage multiple independent projects to timely resolution.
• Regionally available to travel up to 30–50% of the time or as needed.

Annual base salary range: $100,000 – $125,000. Equity in the form of stock options and comprehensive benefits are also included. Relocation assistance may be provided for eligible roles.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or other characteristics protected by federal, state, or local anti‑discrimination laws.

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