Field Support Representative

Responsibilities

• Serve as the product specialist liaison between Skydio and customers, responding to advanced technical support questions.
• Provide product expertise to training and content teams and improve customer self-help resources.
• Develop field support processes that accelerate escalation and debugging workflows.
• Reduce engineering escalations through effective triage and resolution techniques.
• Provide onsite customer training on UAS aircraft and dock maintenance and operation.
• Troubleshoot UAS Command and Control (C2), cloud networking, cellular modem, wireless point-to-point radio, and connected-device issues.
• Analyze logs, incident tickets, and documentation to identify root causes and recommend mitigations.
• Collaborate with Product, Engineering, Cloud Operations, Program Management, and Support teams on product enhancements and customer experience.
• Support customers remotely and onsite, with regional travel across Colorado, Utah, Wyoming, and Nebraska.

Requirements

• At least 3 years of civilian, law enforcement, or military UAS operations and flight experience.
• Experience in operational, technical, customer-facing success, or field support roles.
• Experience with onsite, real-time technical troubleshooting, problem-solving, triage, and escalation workflows.
• Excellent interpersonal, written communication, multitasking, and project-resolution skills.
• Willingness to work occasional flexible hours, weekends, and after-hours support rotations.
• Ability to work at different sites and travel regionally 30–50% of the time or as needed.
• Strong experience troubleshooting IoT or enterprise applications using streaming and packet networks and streaming APIs.
• Expertise troubleshooting and optimizing network-connected devices streaming content over Wi-Fi mesh and carrier mobile networks.
• Experience solving complex problems involving military or civilian networks, APIs, and third-party integrations.
• FAA Part 107 certification is strongly encouraged within the first 60 days and required for certain positions.

Nice-to-haves

• Experience with customer relationship management systems.
• Salesforce and Jira experience.

Compensation

• Annual base salary: $100,000–$125,000.
• Equity through stock options and comprehensive benefits, including health insurance, paid vacation, sick leave, holiday pay, and a 401(k) savings plan.
• Relocation assistance may be available for eligible roles.