Field Support Representative

About the role

You will serve as a critical extension of Skydio's product team, acting as the frontline expert who owns the end-to-end customer experience in the field. This role requires you to take full ownership of diagnosing complex issues, translating technical findings into actionable insights for customers, and ensuring mission continuity for high-stakes deployments. You will be entrusted with representing Skydio's brand at customer sites, where your decisions directly impact operational safety and system reliability. The position demands a proactive mindset, as you will be responsible for gathering qualitative feedback that shapes the future roadmap of the product suite. You will bridge the gap between engineering constraints and user expectations by documenting nuanced field behaviors that are otherwise invisible in a lab. Success in this role means reducing downtime for public safety teams and energy inspectors who rely on uninterrupted aerial operations. You are expected to champion best practices for UAS system management, ensuring that Cloud and local workflows align with operational excellence standards. Ultimately, your work will define how customers perceive the reliability and sophistication of Skydio's autonomous flight technology.

Key facts

What you'll do

Investigate and resolve advanced technical issues related to Skydio UAS hardware and Cloud services using structured diagnostic methodologies.

Perform firmware troubleshooting and configuration optimization for Skydio aircraft and docking stations to ensure peak operational performance in diverse environments.

Analyze log files, customer incident tickets, and network telemetry to identify root causes for command and control (C2) disruptions or streaming failures.

Collaborate directly with Product and Cloud Operations teams to translate field data into actionable product improvements and process adjustments.

Develop and document field support procedures that streamline escalation paths and accelerate resolution times for complex technical scenarios.

Conduct on-site training sessions for government and educational customers, focusing on maintenance protocols, safe operation, and emergency procedures for UAS aircraft and docks.

Optimize third-party cloud network configurations to enhance media streaming, 3D scan processing, and real-time data transfer for enterprise workflows.

Act as a technical liaison between Skydio and its partners, ensuring that customer feedback is accurately communicated to engineering and marketing stakeholders.

Utilize advanced knowledge of Internet protocols, cellular modems, and wireless point-to-point radios to troubleshoot connectivity issues across enterprise and IoT infrastructures.

Stay current with evolving network product trends and industry standards to advise customers on best practices for maximizing the utility of their UAS fleet.

Requirements

Must possess a minimum of 3 years of hands-on experience in civilian or military UAS operations, with demonstrable flight time in real-world conditions.

Bring prior experience from military or civilian operational, technical, or customer-facing field support roles that involve complex system diagnostics.

Demonstrate the ability to work flexible hours, including after-hours and weekend support, on a rotation or as-needed basis to address critical customer issues.

Exhibit assertive self-starter qualities combined with exceptional interpersonal and written communication skills for interacting with diverse stakeholders.

Show proficiency in onsite real-time technical troubleshooting, problem-solving, and familiarity with established triage and escalation workflows.

Display a strong desire to continuously learn new skills and adapt to the rapidly evolving landscape of UAS remote operations and Cloud technologies.

Possess experience working with Customer Relationship Systems, specifically Salesforce, and issue tracking tools like Jira to maintain detailed case documentation.

Maintain excellent knowledge and experience supporting troubleshooting of IoT or enterprise applications that rely on streaming and packet-based networks and APIs.

Demonstrate proven expertise in troubleshooting and optimizing network-connected devices that stream content over WiFi mesh and carrier mobile networks in the field.

Practical notes

Hours will vary based on operational needs, including after-hours and weekend support rotations.

Travel is required to customer sites within the Northwest United States region, with a strong preference for candidates near major airports.

No visa sponsorship is available for this position at this time.

Candidates must be able to meet all job requirements within 30 days of the offer date.