Product Support Engineer

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 https://www.skydio.com/solutions/energy-and-utilities to first responders https://www.skydio.com/solutions/public-safety, soldiers in battlefield scenarios https://www.skydio.com/solutions/national-security/tactical-isr, and beyond https://www.skydio.com/solutions. About the role: Skydio is looking for a highly motivated individual with formal software or hardware engineering training and experience to help drive top-tier technical support experience process optimization. You’ll join with other Product Support Engineers (PSE) to take ownership of Support-to-Engineering escalation and Root Cause Analysis processes in collaboration with our Hardware, Software and Cloud engineering teams. You will perform key operational tasks along with tool and process improvements benefiting Technical Support Representatives (TSR) and Product Engineering teams. You will advise both groups on technical IoT device/flying robot troubleshooting best practices, identify, build and deploy troubleshooting and log analysis tools, lead Support-Product team weekly escalation meetings to mitigate emerging issues and much more. This role is ideal for someone looking to gain broad technical product and business operations experience, and also open a door to longer-term careers in hardware or software engineering, and technical product management. Location: This is an office-based position that requires 3 days/week onsite at our HQ in San Mateo, CA or at our satellite office in Boston, MA. How you'll make an impact: - Work closely with internal teams to become an expert on Skydio’s products, processes, specifications, and product roadmap. - Identify product failures that require Engineering or Manufacturing changes. - Work closely with Engineering teams to reduce escalations from Support by building sophisticated tools and define rock-solid triage and root cause analysis techniques. This may involve flight reproduction tests, log analysis and occasionally code-level inspection utilizing Claude, LLM and other AI tools. - Help build diagnostic processes used by Customer Support to resolve customer issues. - Develop technical content and product knowledge sharing best practices for use by Customer Support. - Use your software or hardware and Skydio product knowledge to create log analysis, diagnostic tools feature requests, and own collaboration with Engineering teams from roadmap to implementation within device and Cloud technology stacks. - With Skydio Field Support Representatives (FSR), interface with customers operating Skydio X10 dock-based fleets to provide Cloud integration support, with some on-site travel required. - Lead Support prioritization of bug backlog within the product planning process. - Be a Subject Matter Expert to Support TSRs performing incident investigations. - Build analytics dashboards in Databricks and use data to inform decision making. What makes you a good fit: - A 4-year degree in a software or hardware engineering discipline. - 1-3 years of experience in a software or hardware role, system engineer (SE) field experience, PSE or Technical Program Management. - Strong technical troubleshooting and problem-solving skills, and familiarity with triage and escalation workflows. - Experience working with Atlassian Jira, Salesforce, Databricks / SQL and AI tools (LLMs, Palantir AIP, ChatGPT, NotionAI, Claude). - Familiarity with RESTful APIs, Cloud integration configuration and troubleshooting. - Understanding of cloud service offerings (AWS, GCP), deployment techniques, and configuration management. - Understanding of network architecture