Technical Support Specialist - West Coast

How you’ll make an impact

• Deliver premier technical support to drive customer satisfaction and brand evangelism
• Know Skydio drone, controller, and cloud products inside and out, and proactively seek clarity on areas of ambiguity negatively impacting our customers
• Be the Voice of Customer frontline to other Skydio teams that enable continuous product improvement based on customer needs
• Use clear and empathetic written and verbal communication to quickly resolve issues that limit UAS fleet utilization and thereby drive high-brand affinity over time
• Over time, become a Subject Matter Expert (SME) in one or more aspects of the Skydio UAS platform and share your knowledge freely with other team members to create high-trust team relationships
• Engage in regular pre-released product dogfooding and give feedback that helps deliver the highest quality product experience possible
• Proactively participate in building support processes that improve and enhance the customer experience
• Own your work and contribute to operational excellence and low-effort customer support experiences

What makes you a good fit

• 5-7 years of Technical Support experience with drones/UAV/UAS
• Must have previous customer support experience in utilities, transportation/infrastructure, or public safety organizations
• Willing to work a flexible schedule within a 10 to 7 hours of operations
• Collaborate effectively with team members to resolve complex technical issues, actively share knowledge and expertise, and contribute to a supportive team environment
• Motivated self-starter with impeccable verbal and written communication skills, obsessive attention to detail, and the ability to manage time effectively
• Proficient in technical troubleshooting, problem-solving and familiar with triage and escalation workflows
• An inquisitive troubleshooter with a passion for drone, cloud, and IoT technology along with a strong desire to learn new skills and grow with Skydio
• Experience with multi-channel customer communication (phone, chat, email support)
• CRM technology experience, Zendesk or Salesforce Service Cloud preferred
• Prior support experience within a 360 customer success retention & renewal team is a plus
• A strong desire for feedback to learn, grow, and perform duties more efficiently

Compensation

• The annual base salary range for this position is $59,600 - $100,000
• Regular, full-time employees are eligible to enroll in the Company’s group health insurance plans
• Regular, full-time employees are eligible to receive the following benefits: Paid vacation time, sick leave, holiday pay and 401K savings plan