Technical Support Specialist

About the role

Skydio is the leading US drone company and the world leader in autonomous flight, the key technology for the future of drones and aerial mobility. The Skydio team combines deep expertise in artificial intelligence, best-in-class hardware and software product development, operational excellence, and customer obsession to empower a broader, more diverse audience of drone users, from utility inspectors to first responders, soldiers in battlefield scenarios, and beyond. We are looking for a Technical Support Specialist who will own the end-to-end resolution of complex technical issues for our commercial customers. This role demands ownership of the full customer journey from initial contact through final resolution and knowledge capture. You will act as the primary technical expert for Skydio hardware, software, and cloud platforms during customer interactions. The position requires a proactive mindset to identify patterns in issues and translate them into actionable insights for internal teams. You will be responsible for ensuring that every interaction reinforces customer trust and satisfaction with the Skydio brand. This is a critical role in maintaining the high service level agreements that define our customer success.

Key facts

What you'll do

• Investigate and resolve intricate technical issues related to Skydio drone, controller, and cloud ecosystems using advanced diagnostic methodologies.
• Serve as the central point of contact for B2B clients, managing multi-channel support inquiries with precision and timely follow-through.
• Translate complex technical jargon into clear, actionable guidance that enables operators to safely and efficiently utilize their UAS fleet.
• Analyze support data to identify recurring problems and systemic inefficiencies that hinder customer operational goals.
• Document every interaction in detail to build a robust knowledge base that supports both customers and internal product teams.
• Collaborate closely with engineering and product teams to reproduce bugs and verify fixes before wide deployment to the customer base.
• Mentor newer support staff by sharing proven troubleshooting workflows and best practices derived from real-world scenarios.
• Drive initiatives to improve self-service resources, ensuring customers can find solutions quickly and reduce ticket volume.
• Maintain expert-level knowledge of Skydio products through continuous learning and participation in internal training programs.
• Proactively reach out to at-risk accounts to identify pain points and implement retention strategies that strengthen long-term partnerships.

Requirements

• 5-7 years of Technical Support experience with drones/UAV/UAS platforms in demanding operational environments.
• Must have previous customer support experience in utilities, transportation/infrastructure, or public safety organizations where mission-critical uptime is essential.
• Willing to work a flexible schedule within a 10 to 7 hours of operations to provide coverage for global customer needs.
• Demonstrated ability to collaborate effectively with team members to resolve complex technical issues without direct supervision.
• Obsessive attention to detail ensuring accuracy in diagnostics, documentation, and resolution steps for every case.
• Exceptional verbal and written communication skills capable of de-escalating tense situations and explaining sophisticated concepts simply.
• Proven proficiency in technical troubleshooting, problem-solving, and strict adherence to triage and escalation workflows.
• An inquisitive technical mindset with a passion for drone, cloud, and IoT technology that drives continuous learning and adaptation.
• Extensive experience with multi-channel customer communication including phone, chat, and email support platforms.
• CRM technology experience, specifically Zendesk or Salesforce Service Cloud, is required for success in this position.
• Prior support experience within a 360 customer success retention & renewal team is a significant advantage for this role.
• A strong desire for feedback to learn, grow, and perform duties more efficiently to meet evolving customer expectations.

Nice to have

• Experience with regulatory compliance and airspace authorization systems relevant to drone operations.
• Familiarity with data analysis tools to generate insights from support metrics and operational performance.

Practical notes

Working hours: Monday-Friday, 2PM - 10PM PT, with flexibility to work a weekend shift (Saturday & Sunday, 10-hour shifts).

Location Preference: The ideal candidate will be located on the West Coast or within the Pacific Time Zone to align with working hours. This role may require up to 10% travel to regional customer sites.