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Senior Technical Support Specialist
Posted on 11/23/2022
INACTIVE
Locations
California, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
JIRA
Linux/Unix
NetSuite
Operating Systems
Salesforce
Zendesk
Requirements
  • 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
  • Some knowledge or experience with Linux operating systems is preferred
Responsibilities
  • 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
Desired Qualifications
  • Experience working with Zendesk customer service software, Jira bug tracking, Netsuite and Salesforce is a plus
Skydio

201-500 employees

Flying tools robotics
Company Overview
Skydio's mission is to make the world more productive, creative, and safe with autonomous flight. The company manufactures and distributes drones for various applications.
Benefits
  • Child Care & Parental Leave - Family Medical Leave, Flexible Work Schedule, Generous Parental Leave
  • Health & Wellness Benefits - Dental Benefits, Disability Insurance, Flexible Spending Account (FSA), Health Insurance Benefits, Life Insurance, Onsite Gym, Vision Benefits, Wellness Programs, Mental Health Benefits
  • Home Office Stipend for Remote Employees
  • 401(K)
  • Generous PTO, Paid Holidays, Paid Sick Days
Company Core Values
  • Accountability
  • Transparency
  • Protection of privacy and civil liberties