Sr Technical Support Representative

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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, soldiers in battlefield scenarios and beyond.

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.

3:00 PM – 11:00 PM PT. Sat & Sun (4×10 schedule, with Sat & Sun 10hrs + remaining 2 days during the week)

This role may require traveling to regional customer sites up to 10% of the time.

• 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

• 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 schedule within a 10 to 7 hours of operations
• 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…