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Technical Support Representative

Skydio

Skydio

IT, Customer Service
San Mateo, CA, USA
Posted on Wednesday, May 1, 2024

Skydio is the leading US drone company and the world leader in autonomous flight, the key technology for the future of drones and aerial transportation. The Skydio team combines deep expertise in artificial intelligence, best-in-class hardware and software product development, and operational excellence to empower a broader, more diverse audience of drone users - from first responders to insurance claims adjusters, utilities, and more!

About the team:

Our support team provides best-in-class service and support to our growing commercial customer base while meeting or exceeding our service level agreements as defined by our business requirements. We’re highly focused on customer enablement, retention, and loyalty, and we work closely with partner teams in the Skydio Customer Success organization to ensure customers get the best out of their UAS investment.

About the role:

We’re looking for a technical product support professional who is passionate about helping commercial customers get the most out of industry-leading autonomous UAS drone investments. You’ll utilize your proven B2B customer support skills and capabilities to assist Skydio pilots and drone operators in understanding product features, troubleshooting software, hardware, and cloud issues, and recommending best practices for safely and effectively flying. When our customers need help, you are responsible and empowered via knowledge guides and flight diagnostic tools. You will have access to cross-team experts to resolve their issues thoroughly, with an added emphasis on capturing data to inform product, process, and service improvement.

Location: U.S. remote, located in a Pacific or Mountain time zone

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 would make you a good fit:

  • 2-5 years of Technical Support experience, 1 year of B2B and/or UAS drone operational experience.
  • Previous customer support experience in utilities, transportation/infrastructure, or public safety is a plus.
  • Willing to work a flexible schedule within a 12/7 hours of operations.
  • 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 Range: The annual base salary range for this position is $48,000 - $60,000*. Compensation will vary based on factors, including skill level, proficiencies, transferable knowledge, and experience. In addition to base salary, Skydio full-time employees are eligible to enroll in our benefit plans and take advantage of a variety of incentives and stipends.

*For some positions the pay may be dependent upon the individual's regional location.

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At Skydio we believe that diversity drives innovation. We have created a multidisciplinary environment that embraces the power of diverse perspectives to create elegant solutions for complex problems. We are committed to growing our network of people, programs, and resources to nurture an inclusive culture.

As such, we do not make hiring or other employment-related decisions on the basis of an applicant or employee’s race, color, ethnicity, national origin, citizenship, sex/gender (including pregnancy, childbirth, breastfeeding and related medical conditions), gender identity or expression, age, religion, disability status, sexual orientation, marital status, medical condition, genetic information or characteristics, veteran, military or family status, or other classifications protected by applicable federal, state or local anti-discrimination laws.

For positions located in the United States of America, Skydio, Inc. uses E-Verify to confirm employment eligibility. To learn more about E-Verify, including your rights and responsibilities, please visit https://www.e-verify.gov/