Product Support Engineer

San Mateo, California, United States

Skydio is the leading US drone company and the world leader in autonomous flight, the key technology for the future of drones and aerial transportation. The Skydio team combines deep expertise in artificial intelligence, best-in-class hardware and software product development, and operational excellence to empower a broader, more diverse audience of drone users - from first responders to insurance claims adjusters, utilities, and more!

About the role:

Skydio is looking for a highly motivated individual with formal software development training or experience to help drive technical top-tier technical support experience. By taking ownership of the support escalations and Root Cause Analysis workflows (in tight alignment with our hardware, software and Cloud engineering teams), you will act as the first point of technical escalation to review, analyze and validate support findings leveraging your SW development experience and be a liaison between the CS and Engineering teams. You will advise both groups on best practices and access to all resources necessary to achieve the expected outcome, focusing on the significance of SLAs and root cause analysis. This role is ideal for someone looking to build a career in either technical program management or software development.

Location: This is an office-based position that requires 3 days/week onsite at our HQ in San Mateo, CA or at our satellite office in Boston, MA.

How you'll make an impact:

  • Work closely with internal teams to become an expert on Skydio’s products, processes, specifications, and product roadmap
  • Identify product failures that require Engineering or Manufacturing changes
  • Work closely with Engineering teams to reduce the number of technical escalations by utilizing all available tools to develop rock-solid triage and resolution techniques. This may involve flight reproduction test and code-level analysis.
  • Help build diagnostic processes used by Customer Support to resolve customer issues
  • Develop content and knowledge sharing best practices for use by Customer Support
  • Use your software and Skydio product knowledge to create log analysis, diagnostic tools feature requests, and own collaboration with Engineering teams from roadmap to implementation
  • Interface with large-scale drone fleet operators to provide technical product and integration support, with some on-site travel required
  • Lead Support prioritization of bug backlog within the product planning process
  • Provide our tiered support structure with technical analysis and troubleshooting structure that reduces our response times and meets or exceeds our SLAs
  • Work directly with product teams to communicate common break/fix points, and prioritize and understand development timelines

What makes you a good fit:

  • 1-3 years of software or hardware engineering training or experience or similar system engineer (SE) field experience working with software/hardware product custom integrations
  • Strong technical troubleshooting and problem-solving skills, and familiarity with triage and escalation workflows
  • Experience working with Atlassian Jira and Salesforce; additional experience with APIs, Tableau, SQL a plus
  • Proficiency with Python, Javascript/Typescript, Streamlit, GitHub, and other build tools
  • Familiarity with RESTful APIs, Linux operating system configuration, relational databases (Postgres, MySQL) and caching systems (Redis, Memcached)
  • Understanding of cloud service offerings (AWS, GCP), deployment techniques, and configuration management
  • Understanding of network architecture/troubleshooting for WiFi and 5G LTE cellular networks
  • Experience working cross-functionally with technical Product, Manufacturing/Operations, and Go-to-Market teams
  • Familiarity with autonomous robotics software concepts
  • Self-starter with excellent interpersonal and written communication skills

Compensation Range: The annual base salary range for this position is $93,500 - $110,000*. 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 and take advantage of a variety of incentives and stipends.

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

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At Skydio we believe that diversity drives innovation. We have created a multidisciplinary environment that embraces the power of diverse perspectives to create elegant solutions for complex problems. We are committed to growing our network of people, programs, and resources to nurture an inclusive culture.

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/gender (including pregnancy, childbirth, breastfeeding and related medical conditions),  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, 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/

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