Field Support Representative - Colorado

Job description

Job responsibilities

• Act as the product specialist liaison between Skydio and our customers by proactively responding to advanced technical support questions.
• 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 to ensure customer needs are reflected in product…
• 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 the areas of maintenance and operation techniques relevant to the UAS aircrafts and docks.
• Proactively participate with both internal support leaders and cross-function Eng and Product teams in building support processes that improve and enhance customer experience.
• Troubleshoot UAS Command and Control (C2) and Cloud networking issues using your knowledge of the Internet protocols, cellular modems and wireless point-to-point radios in everything from Enterprise to IoT…