Field Support Representative - New York

About the role

As a Skydio products ambassador, you will work in a small team of high-performing individuals who provide UAS system and Cloud operational best practices, deep feature diagnostics to Skydio commercial, state & local government customers. You’ll combine your relevant UAS experience with hands-on Skydio product knowledge to provide best-in-class onsite and remote technical and logistics support, help keep Skydio customers' pilots flying, and our engineering and marketing teams plugged into the customer experience. You’ll work both remotely and at customer sites with Skydio hardware and software products performing device firmware troubleshooting, mission usage / configuration optimization, and 1st / 3rd party cloud network optimization and/or issue diagnostics. Utilizing log analysis tools, customer incident tickets and internal documentations, you will use your technical troubleshooting skills to determine the root cause of various flight and skill (e.g., media streaming, 3D scan) issues, provide mitigation recommendations to customers, and collaborate with product teams to drive product enhancements. By taking ownership of customer relationships in the field and collecting feedback, you will be a trusted partner and liaison between Skydio Program Management, Product, Support and Engineering teams.

Requirements

• At least 3 years of civilian, law enforcement or military UAS operations and flight experience.
• Experience in military, law enforcement or civilian operational, technical, or customer-facing success or field support roles.
• Ability and willingness to occasionally work flexible hours and schedules, including after-hours and weekend support on rotation or as-needed basis.
• Assertive self-starter with great interpersonal and written communication skills.
• Proficient in onsite real time technical troubleshooting, problem-solving and familiar with triage and escalation workflows.
• A strong desire to learn new skills and grow with Skydio and the rapidly evolving UAS remote operations landscape.
• Experience working with Customer Relationship Systems (CRMs), Salesforce and Jira experience is a plus.
• Excellent knowledge and experience supporting/troubleshooting IoT or enterprise applications using streaming and packet networks and streaming APIs (e.g WebRTC and REST).
• Demonstrated expertise in troubleshooting and optimizing network connected devices streaming content over WiFi mesh and carrier mobile network.
• Demonstrated experience in solving complex problems related to military and/or civilian networks, APIs, and 3rd party integrations.
• Excellent ability to multi-task and track multiple independent concurrent projects and manage them to resolution in a timely manner.

Qualifications

• Be able to work at different sites locally, and to travel regionally up to 30-50% of the time or as needed.
• Obtaining FAA Part 107 certification within the first 60 days of employment is strongly encouraged for all Skydio employees and required for certain positions.

Benefits

• Comprehensive benefits packages including competitive base salaries, equity in the form of stock options, paid vacation time, sick leave, holiday pay, and 401K savings plan.

Pay

The annual base salary range for this position is $100,000 - $125,000*

Schedule

This role will initially support deployments expected to be concentrated in the Fishkill / Hudson Valley area. Candidates should be based within a reasonable driving distance of Fishkill, the Hudson Valley, or the greater New York City region to support onsite customer work and early deployment needs.

Equal Opportunity Employer

At Skydio, we believe in equal opportunity employment and are committed to creating a diverse and inclusive workplace. We welcome applications from all qualified candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or other characteristics protected by federal, state, or local laws.