Senior Technical Support Specialist

About the Role

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 customer base. You’ll combine your relevant experience with hands‑on Skydio product knowledge to help keep customers' pilots flying and our engineering and marketing teams plugged into the customer experience.

If based in EST/CST: 6:00 AM – 6:00 PM EST. One shift may occur Saturday/Sunday and occasional holiday shifts.
If based in PST: 10:00 AM – 10:00 PM PST. One shift may occur Saturday/Sunday and occasional holiday shift.

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

• Be the conduit between Skydio and our customers, addressing advanced technical support questions in a timely manner.
• Work with Product and Engineering teams to communicate and elevate the customer’s voice, prioritizing development timelines.
• Develop effective triage and resolution techniques to reduce escalations into Product and Engineering teams.
• Serve as a domain expert on Skydio products and subsystems, seeking clarity when needed.
• Collaborate with Customer Success and Field Service Representatives to provide priority response playbooks and after‑action reporting.
• Own after‑sales support engagements, working with Sales and Customer Success to deliver top‑quality support and build processes relevant to our verticals.
• Be flexible and enthusiastic to work on multiple projects, both tactical and strategic as needed.

• Public Safety experience and/or UAS/UAV background is a plus.
• Experience with UAS/UAV standard maintenance practices is preferred.
• Proficient in technical troubleshooting, problem‑solving, and familiar with triage and escalation workflows.
• Assertive self‑starter with excellent interpersonal and written communication skills.
• Familiarity with RMA, spares, logistics or other repair workflows is a plus.
• Value‑Added Reseller (VAR) or OEM Partner support ops/program experience is a plus.
• At least 2 years of experience using Linux/Windows/macOS shell and basic utilities.
• At least 4 years of experience in B2B operational, technical, or customer‑facing success or support roles.
• Experience working with Salesforce Service Cloud case management and Jira bug tracking is a plus.
• Experience with scripting languages such as Bash, PHP, Python is a plus.
• Strong understanding of Network Security and IPsec implemented across multiple networks.
• Excellent knowledge and experience supporting/troubleshooting IoT or enterprise applications using streaming and packet networks and streaming APIs (WebRTC, REST). Demonstrated expertise in troubleshooting and optimizing network‑connected devices running over WiFi meshed and carrier mobile network.
• Experience with optimizing media streaming over mixed wireless networks.
• Some experience in Linux operating systems is preferred.
• Hands‑on experience with a variety of network diagnostic tools.
• Willing to travel 10‑20% of the working year.
• Willing to work a four‑day twelve‑hour shift schedule.
• Flexible hours and schedule, including after‑hours and weekend support on rotation or as‑needed basis.
• Experience working cross‑functionally across engineering, ops, product, and go‑to‑market teams.

At Skydio, you’ll help shape the future of autonomous flight technology. You’ll work alongside world‑class engineers and domain experts, and you’ll be given ownership and autonomy to grow into a leadership role. We offer competitive compensation, excellent benefits, and an opportunity to make a tangible impact in an industry poised for massive growth.

Annual base salary range: $70,000 – $106,000.
* Compensation may vary based on skill level, proficiencies, transferable knowledge, and experience. Relocation assistance may be provided for eligible roles.

• Compensation for certain positions may vary based on location.

We are committed to diversity and inclusion. 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. For positions located in the United States, Skydio, Inc. uses E‑Verify to confirm employment eligibility. To learn more about E‑Verify, including your rights and responsibilities, please visit https://(Use the "Apply for this Job" box below)..

• Mid‑Senior level

• Full‑time

• Information Technology