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Salary: USD 59,600 - 100,000 / annual
Skydio is the leading US autonomous drone company, serving defense, public safety, and enterprise customers. The Technical Support Specialist role is part of the customer support team, which delivers best-in-class service to a growing commercial customer base while meeting defined service level agreements.
In this role, you will provide technical product support to commercial customers, helping Skydio pilots and drone operators understand product features, troubleshoot software, hardware, and cloud issues, and recommend best practices for safe and effective flight operations. You will utilize B2B customer support skills to assist customers in maximizing their autonomous UAS (Unmanned Aerial System) investments. You'll have access to knowledge guides, flight diagnostic tools, and cross-team experts to resolve customer issues thoroughly, with emphasis on capturing data to inform product, process, and service improvements.
Key responsibilities include:
- Deliver premier technical support to drive customer satisfaction and brand advocacy
- Develop deep product knowledge of Skydio drone, controller, and cloud products
- Serve as the Voice of Customer to other Skydio teams, enabling continuous product improvement
- Use clear, empathetic written and verbal communication to quickly resolve issues affecting UAS fleet utilization
- Become a Subject Matter Expert in one or more aspects of the Skydio platform and mentor team members
- Participate in pre-release product testing and provide feedback for quality improvement
- Contribute to building support processes that enhance customer experience
- Maintain operational excellence and deliver low-effort customer support experiences
Working schedule: Wednesday–Friday, 7 AM–5 PM MT; Saturday, 6 AM–4 PM MT. Location preference is West Coast, Pacific Time Zone, or East Coast. The role may require up to 10% travel to regional customer sites.
REQUIREMENTS:
- 5–7 years of technical support experience with drones/UAV/UAS
- Previous customer support experience in utilities, transportation/infrastructure, or public safety organizations (required)
- Willingness to work flexible schedule within 10–7 hours of operations
- Ability to collaborate effectively with team members on complex technical issues
- Motivated self-starter with excellent verbal and written communication skills, attention to detail, and strong time management
- Proficiency in technical troubleshooting, problem-solving, triage, and escalation workflows
- Inquisitive troubleshooter with passion for drone, cloud, and IoT technology; desire to learn and grow
- Experience with multi-channel customer communication (phone, chat, email)
- CRM technology experience; Zendesk or Salesforce Service Cloud preferred
- Prior support experience within a 360 customer success retention & renewal team is a plus
- Strong desire for feedback to learn and improve performance
About Skydio
Defense / GovTech; Industrial — autonomous drones for defense, public safety, and enterprise.
