Skydio · 6 days ago
Senior Technical Support Specialist
San Mateo, CA
Full-time
Hybrid
Mid, Senior Level
$70K/yr - $106K/yr
4+ years expSkydio is the leading US drone company and the world leader in autonomous flight, focusing on empowering a diverse audience of drone users. As a Senior Technical Support Specialist, you will provide deep diagnostics and advisory services to Skydio’s customers, ensuring effective troubleshooting and communication with product teams to enhance customer experience.
Artificial Intelligence (AI)Drone ManagementDronesMachine LearningRobotics
Responsibilities
Be the conduit between Skydio and our customers with the ability to address all advanced technical support questions our customers may have in a timely manner
Working with the Product and Engineering teams to communicate and elevate the customers 'voice' to internal stakeholders and prioritize and understand development timelines
Develop effective triage and resolution techniques to reduce the number of technical escalations into Product and Engineering teams
Be a domain expert on Skydio products and subsystems down to the component level, and proactively seek clarity with internal stakeholders when you need additional insight or clarity
Work closely with the Customer Success and Field Service Representatives to provide priority response playbooks and after-action reporting (AAR) to our customer base
Own the after-sales support engagements, working closely with the Sales and Customer Success teams to deliver top-quality support for our customers, and build support processes that are relevant to our verticals
Be flexible: Willing and enthusiastic to work on multiple projects, both tactical and strategic as needed
Qualification
Required
Proficient in technical troubleshooting, problem-solving and familiar with triage and escalation workflows
A strong desire to learn new skills and grow with Skydio and the rapidly evolving UAS remote operations landscape
Assertive self-starter with excellent interpersonal and written communication skills
At least 2 years of experience using the Linux/Windows/macOS shell and basic utilities
At least 4 years of experience in B2B operational, technical, or customer-facing success or support roles
Strong understanding of Network Security and IPsec implemented across multiple networks
Excellent knowledge and experience supporting/troubleshooting IoT or enterprise applications using streaming and packet networks and streaming APIs (e.g WebRTC and REST)
Demonstrated Expertise in troubleshooting and optimizing network connected devices running over WiFi meshed and carrier mobile network
Experience with optimizing media streaming over mixed wireless networks
Hands-on experience with a variety of Network diagnostic tools
Willing to travel 10-20% of the working year
Willing to work a four day twelve hour shift schedule
Flexible hours and schedule, including after-hours and weekend support on rotation or as-needed basis, while communicating with the other distributed Skydio teams
Experience working cross-functionally across engineering, ops, product, and go-to-market teams
Preferred
Public Safety experience and/or UAS/UAV background is a plus
Experience with UAS/UAV standard maintenance practices is preferred
Familiarity with RMA, spares, logistics or other repair workflows is a plus
Value Added Reseller (VAR) or OEM Partner support Ops/Program experience is a plus
Experience working with Salesforce Service Cloud case management and Jira bug tracking is a plus
Experience with scripting languages such as Bash, PHP, Python a plus
Some experience in Linux operating systems is preferred
Benefits
Equity in the form of options
Comprehensive benefits
Various incentives and stipends
Relocation assistance may also be provided for eligible roles
Company
Skydio
Skydio uses artificial intelligence to create flying drones that are used by consumer, enterprise, and government customers.
501-1000 employees
H1B Sponsorship
Skydio has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (34)
2024 (21)
2023 (22)
2022 (12)
2021 (16)
2020 (3)
Funding
Current Stage
Late StageTotal Funding
$740MKey Investors
Linse CapitalAndreessen HorowitzN47
2024-11-15Series E· $170M
2023-02-27Series E· $230M
2021-02-28Series D· $170M
Leadership Team
Adam Bry
Co-founder & CEO
Tom Moss
COO (2018-2020), CEO APAC (2020-2024), Chief Corp Dev (2024~)
Recent News
Accel.
2026-01-06
2025-12-17
Business Wire
2025-12-16
Company data provided by crunchbase