Senior Technical Support Specialist at Skydio | Torre

Senior Technical Support Specialist

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Full-time
Compensation
INR1.48M - 1.75M/year
~USD16K - 18.9K/year
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Bengaluru, Karnataka, India
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Published over 2 years ago

Responsibilities & more


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 action sports enthusiasts to first responders to insurance claims adjusters. As a Senior Technical Support Specialist, you will work in a small team of high-performing individuals who provide drone and cloud feature deep diagnostics and advisory services to Skydio’s growing Federal and Enterprise customers. You’ll combine your relevant experience with hands-on Skydio product knowledge to help keep Skydio customers' pilots flying, and our engineering and marketing teams plugged into the customer experience. 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. - Working with the Product Support Engineering (PSE) team to communicate and elevate the customers “voice” to internal stakeholders and prioritize and understand development timelines. - 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 Representative s 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. - Be flexible: Willing and enthusiastic to work on multiple projects, both tactical and strategic as needed.
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