Product Support Engineer

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.

This role will be based in our San Mateo, CA headquarters.

How you'll make an impact:

• Work closely with internal teams to become an expert on Skydio’s products, processes, specifications, and product roadmap.
• Help build diagnostic processes used by Customer Support to resolve customer issues and 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.
• Develop content and knowledge sharing best practices for use by the Skydio global customer support team.
• Use your software knowledge and Skydio product knowledge to create log analysis and 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:

• You are adept at technical troubleshooting, have strong problem-solving skills, and are familiar with triage and escalation workflows.
• You’re a self-starter with excellent interpersonal and written communication skills.
• You have 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.  .
• You have experience working with Atlassian Jira, Salesforce, Additional experience with APIs, Tableau, SQL a plus.
• Proficiency with Python, Javascript/Typescript,Streamlit, github and other build tools.
• Familiarity with REST-ful 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
• Bonus points for familiarity with autonomous robotics software concepts
• Knowledge of network architecture/troubleshooting for WiFi and 5G LTE cellular networks.
• You have experience working cross-functionally with technical Product, Manufacturing/Operations, and Go-to-Market teams.

Compensation Range: The annual base salary range for this position is $95,000 - $146,000*. 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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