Field Support Representative

About the role

You will serve as a critical extension of Skydio's product team, acting as the boots-on-the-ground expert who ensures that commercial and public sector customers derive maximum value from their UAS deployments. This role owns the end-to-end customer support lifecycle, from initial diagnostics and configuration to complex field troubleshooting and long-term relationship management. You will translate deep product and network knowledge into actionable solutions that keep missions flying and customers confident in Skydio's autonomous capabilities. The position demands a high degree of ownership over customer satisfaction, using your operational background to identify patterns that inform product strategy and improvement. You will be the primary conduit for real-world feedback, directly shaping the future of Skydio's hardware, software, and cloud features. Success in this role means you are equally comfortable commanding attention in a boardroom briefing or crawling through dense foliage to service a drone in the field. You will champion Skydio's mission of empowering a diverse user base by making advanced aerial autonomy reliable and accessible.

Key facts

What you'll do

• Assume end-to-end ownership of customer incidents, driving resolution from initial contact through final closure while maintaining detailed logs.
• Serve as the primary technical resource for field operations, delivering expert-level guidance on maintenance, configuration, and mission planning.
• Conduct deep log analysis and data forensics to isolate root causes, utilizing diagnostic tools to dissect C2, cloud, and media streaming anomalies.
• Architect and refine field support playbooks, establishing repeatable processes that streamline issue resolution and reduce engineering escalations.
• Act as the voice of the customer within cross-functional meetings, synthesizing field feedback to influence product decisions and the operational roadmap.
• Optimize mission readiness by performing on-site hardware inspections, software updates, and dock network configuration to ensure peak system performance.
• Lead hands-on training sessions for public safety and utility clients, focusing on best practices for launch, recovery, and system troubleshooting.
• Collaborate with Cloud Operations to diagnose and resolve wide-area network issues, ensuring robust connectivity across diverse deployment environments.
• Monitor industry trends in cellular, RF, and streaming protocols to recommend infrastructure upgrades that enhance operational resilience.
• Document every interaction with precision, building a searchable knowledge base that empowers customers and accelerates future support.

Requirements

You must possess a minimum of three years of hands-on experience in civilian, law enforcement, or military UAS operations, providing a foundation of credibility and operational empathy. Candidates must have a proven track record in operational, technical, or customer-facing support roles where complex problem-solving is the norm. You should be prepared to embrace irregular schedules, including nights and weekends, to provide coverage for critical deployments and urgent customer needs. The ideal candidate is an assertive self-starter who thrives under pressure and communicates clearly in both verbal and written formats. You must be adept at real-time troubleshooting, capable of rapidly triaging issues and following structured escalation paths to maintain mission continuity. A strong intrinsic motivation to master new technologies and adapt to the evolving landscape of remote operations is essential for long-term success. Prior exposure to enterprise ticketing systems like Salesforce and issue tracking in Jira is required to ensure efficient case management. You must have extensive experience supporting IoT or enterprise applications that rely on streaming protocols and RESTful APIs to function in the field. Demonstrating a history of building trust with mission-critical stakeholders is non-negotiable for this position.

Nice to have

Experience with public safety radio systems and understanding of FirstNet infrastructure is highly valued.

Practical notes

This role is full-time and remote within the United States, with initial work concentrated in the Fishkill and Hudson Valley regions. On-site presence near New York is required to fulfill early deployment and customer training obligations. Travel to customer sites is expected as part of the role responsibilities.