📍 Job Overview

• Job Title: Senior Technical Support Specialist
• Company: Skydio
• Location: Remote
• Job Type: Full-Time
• Category: Technical Support
• Date Posted: 2025-08-12
• Experience Level: 5-10 years
• Remote Status: Remote OK

🚀 Role Summary

• Key Responsibilities: Provide advanced technical support to Skydio's Federal and Enterprise customers, troubleshoot hardware and software issues, optimize configurations, and collaborate with product teams to resolve customer concerns.
• Key Skills: Technical troubleshooting, problem-solving, interpersonal skills, written communication, network security, IoT support, Linux, Windows, macOS, scripting, cloud diagnostics, customer support, log analysis, firmware troubleshooting, media streaming optimization, cross-functional collaboration.

💻 Primary Responsibilities

• Technical Support: Serve as the primary point of contact for Skydio's Federal customers, addressing advanced technical support questions and providing timely solutions.
• Collaboration: Work closely with product and engineering teams to communicate customer feedback, elevate customer concerns, and prioritize development timelines.
• Troubleshooting: Develop effective triage and resolution techniques to reduce technical escalations to product and engineering teams.
• Expertise: Become a domain expert on Skydio products and subsystems, proactively seeking clarity from internal stakeholders when needed.
• Customer Success: Work closely with customer success and field service representatives to provide priority response playbooks and after-action reporting (AAR) to the Federal customer base.
• Process Development: Own the Federal segment of enterprise after-sales support engagements, working with sales and customer success teams to deliver top-quality support and build relevant support processes.
• Flexibility: Be adaptable and enthusiastic about working on multiple projects, both tactical and strategic, as needed.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field or equivalent experience.

Experience: At least 4 years of experience in B2B operational, technical, or customer-facing success or support roles.

Required Skills:

• Proficient in technical troubleshooting, problem-solving, and triage workflows.
• Strong interpersonal and written communication skills.
• Familiarity with RMA, spares, logistics, or repair workflows.
• Experience using the Linux/Windows/macOS shell and basic utilities.
• Experience working with Salesforce Service Cloud case management and Jira bug tracking.
• Experience with scripting languages such as Bash, PHP, or Python.
• Strong understanding of network security and IPsec implemented across multiple networks.
• Excellent knowledge of supporting/troubleshooting IoT or enterprise applications using streaming and packet networks and streaming APIs.
• Experience with optimizing media streaming over mixed wireless networks.
• Hands-on experience with a variety of network diagnostic tools.
• Willingness to travel 10-20% of the working year and work flexible hours, including after-hours and weekend support on rotation or as needed.

Preferred Skills:

• Military experience and/or UAS/UAV background.
• Experience with military standard maintenance practices.
• Value-added reseller (VAR) or OEM partner support ops/program experience.
• Experience working cross-functionally across engineering, ops, product, and go-to-market teams.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: $70,000 - $125,000 per year (USD)

Benefits:

• Competitive compensation
• Equity in the form of options
• Comprehensive benefits
• Various incentives and stipends
• Relocation assistance for eligible roles

🎯 Team & Company Context

Company Culture:

• Skydio is the leading US drone company and the world leader in autonomous flight, empowering a broader audience of drone users.
• The company combines deep expertise in artificial intelligence, best-in-class hardware and software product development, operational excellence, and customer obsession.
• Skydio's products and services cater to various industries, including utility inspectors, first responders, soldiers in battlefield scenarios, and beyond.

Team Structure:

• The Senior Technical Support Specialist will work in a small team of high-performing individuals.
• The team collaborates with various internal stakeholders, including product, engineering, customer success, and field service representatives.

Development Methodology:

• Skydio follows agile development methodologies, focusing on customer feedback and continuous improvement.
• The company encourages cross-functional collaboration and prioritizes customer success.

Company Website: https://www.skydio.com/

📈 Career & Growth Analysis

Technical Impact:

• The Senior Technical Support Specialist will have a significant impact on Skydio's Federal and Enterprise customers' experience.
• By providing advanced technical support and collaborating with internal teams, the role will help keep Skydio's customers' pilots flying and ensure the company remains plugged into the customer experience.

Growth Opportunities:

• As Skydio continues to grow, there will be opportunities for the Senior Technical Support Specialist to take on more responsibilities and advance their career within the company.
• Potential growth paths include technical leadership roles, management positions, or specialized expertise in specific areas of the business.

🌐 Work Environment

Office Type: Remote work environment with occasional travel required (10-20% of the working year).

Office Location(s): Remote - United States

Workspace Context:

• The Senior Technical Support Specialist will work remotely, collaborating with internal teams and customers via various communication and collaboration tools.
• A suitable home office setup with a reliable internet connection is required.

Work Schedule: Full-time, with flexible hours and the need to work after-hours and weekends on rotation or as needed.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief conversation to assess communication skills and cultural fit.
2. Technical Assessment: A hands-on evaluation of the candidate's technical troubleshooting skills, focusing on hardware and software diagnostics, log analysis, and customer support scenarios.
3. Final Interview: A discussion with key stakeholders to assess the candidate's fit for the role and the team.

Portfolio Review Tips: N/A (not applicable for this role)

Technical Challenge Preparation:

• Brush up on technical troubleshooting skills, focusing on hardware and software diagnostics, log analysis, and customer support scenarios.
• Familiarize oneself with Skydio's products and services, as well as the company's mission and values.

ATS Keywords:

• Technical Support
• Troubleshooting
• Customer Success
• Federal Customers
• Enterprise Customers
• Cross-Functional Collaboration
• Agile Methodologies
• Network Security
• IoT Support
• Linux
• Windows
• macOS
• Scripting
• Cloud Diagnostics
• Customer Support
• Log Analysis
• Firmware Troubleshooting
• Media Streaming Optimization

📌 Application Steps

To apply for this Senior Technical Support Specialist position:

1. Submit your application through the provided link.
2. Tailor your resume and cover letter to highlight your relevant experience and skills for this role.
3. Prepare for the technical assessment by brushing up on your troubleshooting skills and familiarizing yourself with Skydio's products and services.
4. Research Skydio's company culture, mission, and values to ensure a strong fit for the role and the team.

Content Guidelines (IMPORTANT: Do not include this in the output)

Role-Specific Insights:

• The Senior Technical Support Specialist role at Skydio requires a strong focus on customer success, technical troubleshooting, and cross-functional collaboration.
• Candidates should be proficient in technical troubleshooting, problem-solving, and triage workflows, with a solid understanding of network security and IoT support.
• Familiarity with military standard maintenance practices and experience working with federal customers is preferred but not required.

Actionable Depth:

• To prepare for the technical assessment, candidates should focus on honing their hardware and software diagnostics skills, as well as their ability to analyze logs and provide effective solutions to customer concerns.
• Candidates should also familiarize themselves with Skydio's products and services, as well as the company's mission and values, to ensure a strong fit for the role and the team.

Enhancement Notes:

• The Senior Technical Support Specialist role at Skydio is a unique opportunity for candidates with strong technical troubleshooting skills and a passion for customer success to join a leading US drone company and make a significant impact on its Federal and Enterprise customers' experience.
• The role requires a high level of adaptability and the ability to work effectively in a remote work environment, collaborating with internal teams and customers via various communication and collaboration tools.
• Skydio's company culture emphasizes customer obsession, operational excellence, and continuous improvement, providing an ideal environment for candidates seeking to grow their careers in a dynamic and innovative industry.