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Technical Support Representative
| Company | Skydio |
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| Location | Anchorage, AK, USA |
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| Salary | $59000 – $105000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Junior, Mid Level |
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Requirements
- Experience with drones/UAV/UAS
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
Preferred Qualifications
- 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
- 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
- A strong desire for feedback to learn, grow, and perform duties more efficiently
