Technical Support Representative (Alaska, Remote)

Posted 14 days agoViewed

💎 Seniority level: Junior, 2-5 years

📍 Location: United States, PT

💸 Salary: 59000.0 - 105000.0 USD per year

🔍 Industry: UAS

🏢 Company: Skydio👥 501-1000💰 $170,000,000 Series E 5 months agoArtificial Intelligence (AI)Drones Machine Learning Robotics Law Enforcement Drone Management

🗣️ Languages: English

⏳ Experience: 2-5 years

🪄 Skills: Data AnalysisSalesforceCommunication SkillsProblem SolvingCustomer serviceRESTful APIsLinuxWritten communicationVerbal communicationTroubleshootingActive listeningTechnical supportCRMCustomer support

Requirements:

Experience with drones/UAV/UAS
2-5 years of Technical Support experience
Willing to work a flexible schedule within a 12/7 hours of operations
Collaborate effectively with team members to resolve complex technical issues, actively share knowledge and expertise, and contribute to a supportive team environment.
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

Responsibilities:

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

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