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Principal Technical Support Specialist
Posted on 7/19/2022
INACTIVE
Locations
North Carolina, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Linux/Unix
Management
Operating Systems
Sales
Segment
Requirements
  • Willing to travel 10-20% of the working year
  • 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
  • Experience working cross-functionally across engineering, ops, product, and go-to-market teams
  • Adept at advanced technical troubleshooting and problem-solving
  • Expert-level understanding of technical troubleshooting, triage, and escalation workflows. You are experienced working within priority definitions and SLAs with high-value customers
  • Assertive self-starter with excellent interpersonal and written communication skills
  • 3-5 years of engineering, SME, or technical account management experience is preferred
  • Some experience in Linux operating systems is preferred
  • A born troubleshooter with a passion for the potential of drone technology and a strong desire to learn new skills and grow with Skydio
Responsibilities
  • Be the conduit between Skydio and our Federal customers with the ability to address all advanced technical support questions our customers may have in a timely manner
  • Manage and resolve any technical escalations from Enterprise Tier 2 team; Working with the Product Support Engineering (PSE) team to communicate and elevate the customers “voice” to internal stakeholders
  • 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 Fed Customer Success and Field Service Representatives to provide priority response playbooks and after-action reporting (AAR) to our Federal customer base
  • Own the Federal segment of our enterprise 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 these verticals
  • Work directly with the PSE (Product Support Engineering) team to communicate common break/fix points and prioritize and understand development timelines
  • Work with our Product Support Engineering team to bridge any gaps between the data and learnings coming from our support and engineering teams
  • Be flexible: Willing and enthusiastic to work on multiple projects, both tactical and strategic as needed
  • As such, we do not make hiring or other employment-related decisions on the basis of an applicant or employee's race, color, ethnicity, national origin, citizenship, sex (including pregnancy, childbirth, breastfeeding and related medical conditions), pregnancy, gender, gender identity or expression, age, religion, disability status, sexual orientation, marital status, medical condition, genetic information or characteristics, veteran, military or family status, or other classifications protected by applicable federal, state or local anti-discrimination laws
  • For positions located in the United States of America, our company Skydio, Inc. uses E-Verify to confirm employment eligibility. To learn more about E-Verify, including your rights and responsibilities, please visit https://www.e-verify.gov/
Desired Qualifications
  • Military experience and/or UAS/UAV background is a plus. Experience with military standard maintenance practices is preferred
  • Bilingual in French and / Germany is a plus
  • 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
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 Values
  • Accountability
  • Transparency
  • Protection of privacy and civil liberties