Field Support Representative - Virginia

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 products ambassador, you will work in a small team of high-performing individuals who provide UAS system and Cloud operational best practices and deep feature diagnostics to Skydio’s utility and commercial customers, along with state and local government agencies. You’ll combine your UAS experience, ideally gained inside or alongside an electric, gas, or energy utility, with hands-on Skydio product knowledge to provide best-in-class onsite and remote technical and logistics support, help keep utility pilots and inspection programs flying, and keep our engineering and marketing teams plugged into the customer experience. You’ll work both remotely and at customer sites such as substations, transmission and distribution corridors, and generation facilities, performing device firmware troubleshooting, inspection mission configuration and optimization, and 1st / 3rd party cloud network optimization and issue diagnostics. Using log analysis tools, customer incident tickets, and internal documentation, you will determine the root cause of flight and skill issues (e.g., media streaming, 3D scan, automated inspection workflows), provide mitigation recommendations to customers, and collaborate with product teams to drive product enhancements. By owning 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.

Also

Location

Virginia preferred, though proximity to Richmond is the primary requirement.

Also

How you’ll make an impact

• Act as the product specialist liaison between Skydio and our utility customers, proactively responding to advanced technical support questions from UAS program managers, inspectors, and field crews.
• Help utility customers stand up and scale drone-in-a-box programs, including Skydio Dock deployments at substations and other remote assets, remote and BVLOS operations, and recurring automated inspection missions.
• 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, ensuring utility inspection and asset management 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 maintenance and operation techniques for UAS aircraft and docks, with attention to the safety practices and site access requirements of utility environments.
• Proactively partner with internal support leaders and cross-functional Engineering and Product teams to build support processes that improve the customer experience.
• Troubleshoot UAS Command and Control (C2) and Cloud networking issues using your knowledge of Internet protocols, cellular modems, and wireless point-to-point radios across enterprise, IoT, and utility OT/IT network environments to help customers get the most value from their UAS fleet.
• Stay current with network product an