Sr. Technical Support Representative

How you’ll make an impact

• Deliver premier technical support to International Defense and Government customers to drive mission success, customer satisfaction, and confidence in Skydio solutions.
• Develop deep expertise in Skydio drone, controller, cloud, and support products, and proactively seek clarity on areas of ambiguity that may negatively impact customer operations.
• Support Skydio pilots, operators, and program stakeholders by troubleshooting technical issues across UAS hardware, software, cloud services, connectivity, diagnostics, and operational workflows.
• Use clear, professional, and empathetic written and verbal communication to quickly resolve issues that limit UAS fleet utilization and mission readiness.
• Serve as a frontline Voice of Customer to Program Management, Product, Engineering, Customer Support, and Mission Success teams to enable continuous product and service improvement based on customer needs.
• Collaborate effectively with cross-functional experts to resolve complex technical issues thoroughly and ensure customers receive accurate, actionable guidance.
• Over time, become a Subject Matter Expert in one or more aspects of the Skydio UAS platform and share your knowledge freely with team members to build a high-trust, high-performance support culture.
• Engage in pre-release product dogfooding and provide feedback that helps Skydio deliver the highest quality product experience possible for defense and government users.
• Proactively participate in building and improving support processes, escalation paths, documentation, and troubleshooting workflows that enhance the customer experience.
• Own your work, maintain strong case hygiene, and contribute to operational excellence, low-effort support experiences, and high-quality customer outcomes.

Requirements

• Experience with drones, UAVs, or UAS platforms.
• Previous customer support experience in defense, government, public safety, utilities, transportation, infrastructure, or similarly complex operational environments.
• Experience supporting technical products for professional, enterprise, government, or mission-critical users.
• Strong technical troubleshooting and problem-solving skills, with familiarity in triage, escalation, and case management workflows.
• Ability to travel to regional customer sites up to 10% of the time.

What makes you a good fit

• 5-7 years of technical support experience, preferably supporting hardware, software, cloud, IoT, robotics, aviation, UAS, or other complex technical products.
• Experience working with Defense, Government, Federal, Public Safety, or other mission-oriented customers is strongly preferred.
• Adept at diagnosing technical issues across hardware, software, cloud services, connectivity, and customer operating environments.
• Assertive self-starter with impeccable verbal and written communication skills, strong attention to detail, and the ability to manage time effectively across competing priorities.
• Comfortable collaborating with team members, cross-functional partners, and technical experts to resolve complex issues while actively sharing knowledge and expertise.
• 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, including phone, chat, and email support.
• CRM technology experience, with Zendesk or Salesforce Service Cloud preferred.
• Experience operating within a customer success, retention, renewal, mission success, or customer enablement organization is a plus.
• A strong desire for feedback and continuous improvement to learn, grow, and perform duties more efficiently.
• Unwavering professionalism, sound judgment, and the ability to support customers operating in complex and high-priority environments.

Compensation and Benefits

• The annual base salary range for this position is $75,000 - $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.
• Equity in the form of stock options.