Technical Support Representative

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 or hybrid/onsite at our HQ in San Mateo, CA

Working Hours: 9am - 6pm Eastern Time (6am - 3pm Pacific Time)

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

Requirements:

• Experience with drones/UAV/UAS

What makes you a good fit: 

• 2-5 years of Technical Support 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 hourly base compensation range for this position is $27 - $30/hour*. 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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Last updated on Aug 16, 2024