Field Support Representative (Southwest, Remote)

Responsibilities

• Act as product specialist liaison between Skydio and customers, responding to advanced technical support questions.
• Provide onsite and remote technical and logistics support for UAS systems and Cloud operations.
• Troubleshoot device firmware, mission configuration, cloud network issues using log analysis and diagnostic tools.
• Perform on-site training for customers on UAS maintenance and operations.
• Develop field support processes to accelerate escalation and debugging workflows.
• Reduce technical escalations by improving triage and resolution techniques.
• Troubleshoot UAS C2 and Cloud networking issues (Internet protocols, cellular modems, wireless radios).
• Collaborate with Product, Engineering, and Support teams to drive enhancements.

Requirements

• At least 3 years of civilian or military UAS operations and flight experience.
• Experience in operational, technical, or customer-facing field support roles.
• Proficient in technical troubleshooting, problem-solving, triage, and escalation workflows.
• Excellent interpersonal and written communication skills.
• Ability to work flexible hours, including after-hours and weekends as needed.
• Willingness to travel regionally up to 30%.
• Excellent knowledge of IoT/enterprise streaming (WebRTC, REST APIs), WiFi mesh, carrier networks.
• Hands-on experience with network diagnostic tools.
• Ability to multitask and manage multiple projects.

Nice-to-Haves

• Experience with Salesforce Service Cloud, Jira, NetSuite.
• Scripting experience (Bash, PHP, Python).
• Experience solving API, webhook, and third-party integration problems.

Compensation

Annual base salary range: $82,000 - $125,000, plus equity and comprehensive benefits (health insurance, PTO, 401K).