Field Support Representative (Remote – EMEA)
Germany
Skydio, a prominent drone manufacturer based in the U.S., is distinguished as a global leader in autonomous flight technology, which is pivotal for the future of drones and aerial mobility. The Skydio team merges extensive knowledge in artificial intelligence with top-notch hardware and software product development, operational efficiency, and a customer-centric approach, aiming to empower a wider variety of drone users, ranging from utility inspectors to first responders and military personnel in battlefield environments.
Team Overview
The Customer Success team at Skydio is an expanding international unit dedicated to providing enablement services that ensure customers maximize the value of their Skydio UAS solutions. The Field Support Representative, under the supervision of the Field Support Representative Manager, will primarily interact with the National Security sales team, Customer Support, and Program Management to assist our international defense and government clients.
About the Role
We are in search of a motivated, technically skilled individual with UAS experience, comfortable engaging with defense and government sectors, as well as other federal and enterprise clients, to deliver premier onsite and remote technical and logistical support. As a vital link between customers and internal teams, including Program Management and Engineering, you will take charge of customer relationships in the field while providing valuable feedback. Your role will include advising Skydio and the customer, smoothing the communication of product feedback, and assisting in managing technical enablement, troubleshooting, and repair processes.
Your Impact
- Collaborate with internal teams to gain expertise on Skydio’s products and development roadmap.
- Create field support processes that streamline escalations and debugging workflows.
- Minimize technical escalations towards engineering teams by implementing effective resolution methods.
- Achieve a high level of proficiency in product enablement and troubleshooting by becoming a certified Skydio UAS Operator and Trainer.
- Conduct on-the-job training for customers in UAS maintenance and operation, focusing on repairs, adjustments, and troubleshooting techniques.
- Enhance written inspection procedures and other instructions to assist customers in fleet maintenance and inspections.
- Deliver onsite company representation and technical assistance, initiating corrective actions for maintenance and repair concerns.
Ideal Candidate Profile
- Willingness to travel globally up to 80% to provide field support to Federal and Defense clients.
- Minimum of 3 years of experience in field support, focusing on UAS operations, repair, and maintenance for sizable clients, preferably in government or military environments.
- Strong technical troubleshooting skills and familiarity with triage and escalation processes.
- Proactive self-starter with outstanding interpersonal and written communication abilities.
- OCONUS military experience is highly valued.
- Experience with logistics, RMA processes, or other repair workflows is beneficial.
- Proficient in Linux operating systems and military-standard maintenance practices is advantageous.
- Possessing a security clearance is preferred.
- Ability to juggle multiple tasks and think creatively in complex situations.
- Professionalism in all interactions is paramount.
Diversity at Skydio
At Skydio, we champion diversity as a vital component of innovation. We have cultivated a multidisciplinary environment that values diverse perspectives to develop elegant solutions to intricate challenges. Our commitment extends to expanding our network of people, programs, and resources to foster an inclusive culture.
Qualified candidates will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristics shielded by federal, state, or local anti-discrimination laws.
For U.S.-based positions, Skydio, Inc. employs E-Verify to confirm employment eligibility. For more details about E-Verify and your rights, please visit E-Verify.
