# Senior Technical Support Representative

**Company:** [Skydio](https://hotfix.jobs/companies/skydio)
**Location:** Tokyo, Japan
**Role:** Support Engineering
**Experience:** 4+ years
**Skills:** Network Troubleshooting, Ipsec, Webrtc, Rest, Wi-Fi, Linux, Bash, PHP, Python, Network Diagnostics, Cellular Networks, Media Streaming
**Posted:** 2026-04-07

> Provides hands-on technical support and deep diagnostics for enterprise drone, cloud, networking, and media-streaming issues. The role requires at least four years of technical or customer-facing support experience, strong network security knowledge, and fluency in English and Japanese.

## Job Description

## Responsibilities
- Provide timely technical support to enterprise customers and partners.
- Diagnose drone and cloud issues involving firmware, mission configuration, media streaming, networking, and autonomous-flight behavior.
- Analyze logs, incident tickets, and internal documentation to identify root causes and recommend mitigations.
- Collaborate with Product, Engineering, Technical, Logistics, and Go-To-Market teams on issue prioritization, escalations, and resolutions.
- Troubleshoot the Internet Protocol Suite, cellular modems, wireless point-to-point radios, Wi-Fi mesh networks, and carrier mobile networks.
- Support and optimize network-connected devices, streaming applications, streaming APIs, and mixed wireless media streams.
- Contribute customer insights that influence product specifications, capabilities, and roadmap decisions.
- Work on tactical and strategic projects as needed.
- Travel 20–40% of the working year and work flexible or after-hours schedules when required.

## Requirements
- At least 4 years of experience in B2B operational, technical, customer-facing success, or support roles.
- Strong technical troubleshooting, problem-solving, triage, and escalation skills.
- Strong understanding of network security and IPsec across multiple networks.
- Experience supporting or troubleshooting IoT or enterprise applications using streaming and packet networks and streaming APIs such as WebRTC and REST.
- Demonstrated expertise troubleshooting and optimizing network-connected devices over Wi-Fi mesh and carrier mobile networks.
- Experience optimizing media streaming over mixed wireless networks.
- Hands-on experience with network diagnostic tools.
- Familiarity with Linux operating systems preferred.
- Fluent in English and Japanese.
- Willingness to work onsite five days per week in Tokyo, Japan.
- Excellent interpersonal and written communication skills.

## Nice-to-haves
- Scripting experience with Bash, PHP, or Python.
- Familiarity with RMA, spares, logistics, or repair workflows.
- Value Added Reseller or OEM partner support operations/program experience.

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