Drone Platform Integration & Network Support Engineer

Skills this role screens for

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 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.

The work

About the role

As a Skydio Technical Support team member, you will work in a small group of high-performing subject matter experts who provide UAS system and Cloud operational best practices advice and deep feature diagnostics to Skydio commercial, national security, state & local government and educational customers. You’ll combine your relevant enterprise application integration and infrastructure/WiFi/Cellular network operations experience to optimize system performance and keep Skydio engineering and marketing teams plugged into the customer experience.

We are seeking candidates with the deep platform expertise to support complex point-to-point communications links, maintain and troubleshoot private Cloud configuration issues, and support 3rd party REST-based integrations with the Skydio Cloud. A successful candidate will have deep knowledge in infrastructure, WiFi and cellular networking, configuring and troubleshooting Cloud REST integrations, and Ubuntu/AWS-based private Cloud configuration. You’ll work both remotely and occasionally at customer sites.

Location: Remote United States

Also

How you'll make an impact

• Quickly identify flight-related communication and data flow breakdown root causes and make mitigation recommendations to customers who often have high uptime/drone flight reliability needs.
• Owning post-deployment private Cloud configuration and operational troubleshooting for entities requiring high levels of operational privacy.
• Accelerated issue resolution by assisting Technical Support team members to quickly triage and root cause Cloud–Cloud integration, desktop performance, and data flow issues.
• Be a technical product knowledge resource to training and content teams, working collaboratively to improve customer self-help.
• Reduce the number of communications and integration escalations into engineering groups by developing effective triage and resolution techniques.
• 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.

Also

What makes you a good fit

• 4+ years experience configuring, troubleshooting and supporting enterprise-level public/private Cloud infrastructure including cellular/wireless/ethernet networks, platform services, and REST integration in both civilian and/or military settings.
• State/local government and/or military UAS operations and flight experience is a plus.
• Experience in public safety information systems used in Police and Fire dispatch centers, including software and hardware equipment and various mission-critical interfaces and applications is a plus.
• Ability and willingness to occasionally work flexible hours and schedules, including after-hours and weekend support on rotation or as-needed basis.
• Motivated self-starter with proven interpersonal and written communication skills.
• Solid technical troubleshooting and problem-solving skills and escalation issue management.
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