Field Support Representative (West Coast, Remote)

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Requirements:

• At least 3 years of civilian or military UAS operations and flight experience.
• Experience in operational, technical, or customer-facing success or field support roles.
• Proficient in technical troubleshooting, problem-solving and familiar with triage and escalation workflows.
• 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 APIs, webhooks and third party integrations.
• Hands-on experience with a variety of Network diagnostic tools.
• Excellent ability to multi-task and track multiple independent concurrent projects and manage them to resolution in a timely manner.

Responsibilities:

• Act as the product specialist liaison between Skydio and our customers by proactively responding to advanced technical support questions.
• Be a technical product knowledge resource to training and content teams, working collaboratively to improve customer self-help..
• Work closely with Skydio Product and Cloud Operations teams to become an expert on Skydio’s products, processes, operational best practices, and product roadmap to ensure customer needs are reflected in product enhancements..
• Develop field support processes that define and accelerate our escalation and debugging workflows.
• Reduce the number of technical escalations into engineering groups by developing effective triage and resolution techniques.
• Provide on-site training to customers in the areas of maintenance and operation techniques relevant to the UAS aircrafts and docks.
• Proactively participate with both internal support leaders and cross-function Eng and Product teams in building support processes that improve and enhance customer experience.
• Troubleshoot UAS Command and Control (C2) and Cloud networking issues using your knowledge of the Internet protocols, cellular modems and wireless point-to-point radios in everything from Enterprise to IoT infrastructure to help customers maximize the useful value of their UAS fleet.
• Stay current with network product and industry trends, working with product, engineering and business partners to align on our network strategy and best practices for Skydio Docks and Remote Flight Operations.