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Senior Technical Support Representative - SLED

Company: Skydio
Location: San Mateo
Posted on: June 5, 2024

Job Description:

Skydio is the leading US drone company and the world leader in autonomous flight, the key technology for the future of drones and aerial transportation. The Skydio team combines deep expertise in artificial intelligence, best-in-class hardware and software product development, and operational excellence to empower a broader, more diverse audience of drone users - from first responders to insurance claims adjusters, utilities, and more!

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 Federal, SLED, and Enterprise customers. The focus for this role would be SLED. 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.

Location: U.S. remote or hybrid/onsite at our HQ in San Mateo, CA

How you'll make an impact:

  • Be the conduit between Skydio and our SLED 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 Requirements:
    • Willing to travel 10% of the working year
    • Active Secret or Top-Secret Security Clearance or ability to obtain, as required
    • UAS/UAV/drones/aerospace experience
    • Experience working in/with law enforcement or public safety What makes you a good fit:
      • 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)
        Compensation Range: The annual base salary range for this position is $65,000 - $85,000*. Compensation will vary based on factors, including skill level, proficiencies, transferable knowledge, and experience. In addition to base salary, Skydio full-time employees are eligible to enroll in our benefit plans and take advantage of a variety of incentives and stipends.

        *For some positions the pay may be dependent upon the individual's regional location.
        #LI-TN1
        #LI-remote

        At Skydio we believe that diversity drives innovation. We have created a multidisciplinary environment that embraces the power of diverse perspectives to create elegant solutions for complex problems. We are committed to growing our network of people, programs, and resources to nurture an inclusive culture.

        As such, we do not make hiring or other employment-related decisions on the basis of an applicant or employee's race, color, ethnicity, national origin, citizenship, sex/gender (including pregnancy, childbirth, breastfeeding and related medical conditions), gender identity or expression, age, religion, disability status, sexual orientation, marital status, medical condition, genetic information or characteristics, veteran, military or family status, or other classifications protected by applicable federal, state or local anti-discrimination laws.

        For positions located in the United States of America, Skydio, Inc. uses E-Verify to confirm employment eligibility. To learn more about E-Verify, including your rights and responsibilities, please visit https://www.e-verify.gov/

Keywords: Skydio, San Mateo , Senior Technical Support Representative - SLED, IT / Software / Systems , San Mateo, California

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