Field Support Representative - Colorado

The role

You will provide onsite and remote technical and logistics support for Skydio UAS systems and Cloud products. You will perform device firmware troubleshooting, mission configuration optimization, and network diagnostics for commercial and government customers.

What you will do

• Act as product specialist liaison by responding to advanced technical support questions.
• Serve as a technical product knowledge resource to training and content teams.
• Work with Product and Cloud Operations teams to ensure customer needs are reflected in product enhancements.
• Develop field support processes for escalation and debugging workflows.
• Reduce technical escalations into engineering groups through triage and resolution techniques.
• Provide on-site training to customers on maintenance and operation of UAS aircrafts and docks.
• Troubleshoot UAS Command and Control and Cloud networking issues.
• Stay current with network product and industry trends.
• Perform device firmware troubleshooting and mission usage optimization.
• Use log analysis tools and incident tickets to determine root causes of flight and skill issues.

Required qualifications

• At least 3 years of civilian, law enforcement or military UAS operations and flight experience.
• Experience in military, law enforcement or civilian operational, technical, or customer-facing success or field support roles.
• Ability and willingness to work flexible hours and schedules, including after-hours and weekend support.
• Assertive self-starter with great interpersonal and written communication skills.
• Proficient in onsite real time technical troubleshooting, problem-solving and triage and escalation workflows.
• Excellent knowledge and experience 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 content over WiFi mesh and carrier mobile network.
• Demonstrated experience in solving complex problems related to military and/or civilian networks, APIs, and 3rd party integrations.
• Ability to multi-task and track multiple independent concurrent projects.
• Ability to travel regionally up to 30-50% of the time or as needed.

Nice to have

• Experience working with Customer Relationship Systems (CRMs), Salesforce and Jira

Benefits

• Competitive base salaries
• Equity in the form of stock options
• Group health insurance plans
• Paid vacation time
• Sick leave
• Holiday pay
• 401K savings plan
• Relocation assistance may be provided for eligible roles

Before you apply

• Obtaining FAA Part 107 certification within the first 60 days of employment is strongly encouraged and required for certain positions.

About the company

Skydio is the leading US drone company and the world leader in autonomous flight. The team combines expertise in artificial intelligence, hardware and software product development, and customer obsession.