# Sr. Technical Support Representative

**Company:** [Skydio](https://hotfix.jobs/companies/skydio)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $75k – $100k/yr
**Experience:** 5+ years
**Skills:** Uas, Drones, Uav, Technical Troubleshooting, Hardware Support, Software Support, Cloud Services, Zendesk, Salesforce Service Cloud, CRM
**Posted:** 2026-06-25

> Provide technical support and troubleshooting for defense and government customers using Skydio UAS platforms. Requires 5-7 years of technical support experience with drones/UAS and strong customer communication skills.

## Job Description

## 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.

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