Field Support Representative - New York

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: 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 customers. You’ll 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’ll 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 (e.g., media streaming, 3D scan) 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. Location: New York — Hudson Valley / Greater NYC Region Preferred This role will initially support deployments expected to be concentrated in the Fishkill / Hudson Valley area. Candidates should be based within a reasonable driving distance of Fishkill, the Hudson Valley, or the greater New York City region to support onsite customer work and early deployment needs. How you'll make an impact: - Act as the product specialist liaison between Skydio and our customers by proactively responding to advanced technical support questions. - Be a technical product knowledge resource to training and content teams, working collaboratively to improve customer self-help.. - Work closely with Skydio Product and Cloud Operations teams to become an expert on Skydio’s products, processes, operational best practices, and product roadmap to ensure customer needs are reflected in product enhancements.. - Develop field support processes that define and accelerate our escalation and debugging workflows. - Reduce the number of technical escalations into engineering groups by developing effective triage and resolution techniques. - Provide on-site training to customers in the areas of maintenance and operation techniques relevant to the UAS aircrafts and docks. - Proactively participate with both internal support leaders and cross-function Eng and Product teams in building support processes that improve and enhance customer experience. - Troubleshoot UAS Command and Control (C2) and Cloud networking issues using your knowledge of the Internet protocols, cellular modems and wireless point-to-point radios in everything from Enterprise to IoT infrastructure to help customers maximize the useful value of their UAS fleet. - Stay current with network product and industry trends, working with product, engineering and business partners to align on our network strategy and best practices for Skydio Docks and Remote Flight Operations. What makes you a good fit: - At least 3 years of civilian, law