Field Support Representative

About the role

As a Skydio products ambassador, you will work in a small team of high-performing individuals who provide UAS system and Cloud operational best practices, deep feature diagnostics to Skydio commercial, state & local government and educational customers. You will combine your relevant UAS experience with hands-on Skydio product knowledge to provide best-in-class onsite and remote technical and logistics support, help keep Skydio customers' pilots flying, and our engineering and marketing teams plugged into the customer experience. You will work both remotely and at customer sites with Skydio hardware and software products performing device firmware troubleshooting, mission usage / configuration optimization, and 1st / 3rd party cloud network optimization and/or issue diagnostics. Utilizing log analysis tools, customer incident tickets and internal documentations, you will use your technical troubleshooting skills to determine the root cause of various flight and skill issues, provide mitigation recommendations to customers, and collaborate with product teams to drive product enhancements. By taking ownership of customer relationships in the field and collecting feedback, you will be a trusted partner and liaison between Skydio Program Management, Product, Support and Engineering teams.

Key facts

What you'll do

• Proactively serve as the primary technical liaison for Skydio in the field, responding to advanced support questions from commercial, state, local government, and educational customers with precise, timely solutions.
• Act as a critical knowledge hub for training and content teams, translating complex product functionality into clear guidance that improves customer self-help resources and reduces repetitive inquiry volumes.
• Partner closely with Skydio Product and Cloud Operations teams, immersing yourself in product details, operational best practices, and the public safety and enterprise product roadmap to ensure real-world customer needs directly inform future enhancements.
• Design, document, and refine field support processes that streamline escalation paths and debugging workflows, creating repeatable methods that accelerate issue resolution across the support organization.
• Drive a reduction in technical escalations to engineering teams by developing rigorous triage and resolution techniques that resolve issues efficiently at the frontline.
• Deliver on-site training to customers covering maintenance procedures and operational techniques relevant to the UAS aircraft and associated docking systems, ensuring safe and effective deployments.
• Collaborate actively with internal support leaders and cross-functional engineering and product teams to build, test, and improve support processes that measurably enhance the customer experience across the entire lifecycle.
• Diagnose and resolve complex UAS Command and Control (C2) and cloud networking issues by applying deep knowledge of Internet protocols, cellular modems, and wireless point-to-point radios across enterprise and IoT infrastructure environments.
• Monitor network product and industry trends, working hand-in-hand with product, engineering, and business partners to align on network strategy and codify best practices for Skydio Docks and Remote Flight Operations at scale.
• Leverage log analysis tools, customer incident tickets, and internal documentation to conduct thorough root cause analysis for flight and skill-related issues such as media streaming and 3D scan failures.
• Provide clear mitigation recommendations to customers based on diagnostic findings, ensuring they can maximize the utility and reliability of their UAS fleet in demanding operational conditions.
• Own the customer relationship in the field, gathering actionable feedback that feeds directly into product planning, support policies, and training content improvements.
• Maintain detailed case notes and diagnostics records to support continuous improvement of support methodologies and knowledge base articles.
• Serve as a visible representative of Skydio's commitment to operational excellence, customer obsession, and technical mastery in every interaction.

Requirements

• Possess a minimum of 3 years of civilian or military UAS operations and flight experience, demonstrating a proven track record in real-world deployments.
• Bring experience from military or civilian operational, technical, or customer-facing success or field support roles that align with enterprise technology environments.
• Demonstrate the ability and willingness to occasionally work flexible hours and schedules, including after-hours and weekend support on a rotation or as-needed basis to meet critical customer demands.
• Exhibit an assertive self-starter mindset paired with exceptional interpersonal and written communication skills necessary for high-stakes customer interactions.
• Show proficiency in onsite real-time technical troubleshooting, problem-solving, and familiarity with established triage and escalation workflows used in complex support scenarios.
• Display a strong desire to continuously learn new skills and adapt alongside the rapidly evolving UAS remote operations landscape and emerging technologies.
• Have hands-on experience with Customer Relationship Systems, specifically Salesforce, and issue tracking systems like Jira, to accurately document interactions and track resolution progress.
• Possess excellent knowledge and experience supporting or troubleshooting IoT or enterprise applications that rely on streaming and packet-based networks along with streaming APIs such as WebRTC and REST architectures.
• Demonstrate documented expertise in troubleshooting and optimizing network-connected devices that stream content over WiFi mesh networks and carrier mobile networks in diverse operational conditions.

Nice to have

• Experience working with Customer Relationship Systems such as Salesforce and issue tracking platforms like Jira.
• Familiarity with network product and industry trends related to enterprise IoT, cellular connectivity, and wireless point-to-point communications.
• Background in public safety, utility inspection, or defense sectors where operational safety and reliability are paramount.
• Understanding of UAS-specific workflows, including mission planning, flight logging, and post-flight data retrieval practices.
• Exposure to cloud networking, remote flight operations, and the management of autonomous docking infrastructure.
• Previous involvement in product feedback loops that directly influenced feature development or improvement cycles.

Practical notes

This role may involve significant regional travel.

Candidates must be authorized to work in the United States.

Employment is full-time.