Senior Technical Support Specialist - Skydio｜Meet.jobs

About the jobAbout the team: 

The Skydio Customer Support team provides best-in-class service and support to our growing customer base across the world.

About the role: 

We’re looking for a highly-motivated and technical individual who is passionate about helping customers and delivering an outstanding technical and logistics support experience. This person will act as the highest level of technical support for our growing Federal and Enterprise customer base and will report to our U.S based Enterprise Support Manager.

How you’ll make an impact:

 

Deliver premier technical support to drive customer satisfaction and brand evangelism.

Know Skydio products inside and out and proactively seek clarity on areas of confusion.

Help identify knowledge gaps with our content teams, continuously improving our customer facing knowledge and training articles.

Act as the conduit between Skydio and our Enterprise customers and proactively respond to all advanced technical support questions in a timely manner.

Work closely with Skydio internal teams to become an expert on Skydio’s products, processes, specifications, and product roadmap.

Collaborate with internal teams to familiarize yourself with our specifications, capabilities, and product roadmap.

Continuously engage in regular internal product testing and providing feedback to our QA and Engineering teams.

Proactively participate in building support processes that improve and enhance the customer experience.

Working cross-functionally with Technical, Product, Engineering, Logistics and Go-To-Market teams ensuring proper prioritization of all customer issues and escalations.

 

What would make you a good fit:

 

2-5 years of Technical Support experience (previous experience in an enterprise capacity is preferred).

Willing to work flexible hours and schedule, including after-hours and weekend support on rotation or as-needed basis, while communicating with the other distributed Skydio teams. 

Assertive self-starter with great interpersonal and written communication skills.

Proficient in technical troubleshooting, problem-solving and familiar with triage and escalation workflows. A strong desire to learn new skills and grow with Skydio.

Experience working with Zendesk customer service software, Jira bug tracking, Netsuite and Salesforce is a plus. 

Some knowledge or experience with Linux operating systems is preferred.

 

Base Compensation: The annual base salary range for this position is $72,250 - $91,375*. Compensation will vary based on factors, including skill level, proficiencies, transferable knowledge, and experience. In addition to base salary, Skydio full-time employees are eligible to enroll in our benefit plans.

*For some positions the pay may be dependent upon the individual's regional location.

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