Field Support Representative - Virginia

About the role:

As a Skydio products ambassador, you will work in a small team of high-performing individuals who provide UAS system and Cloud operational best practices and deep feature diagnostics to Skydio’s utility and commercial customers, along with state and local government agencies. You’ll combine your UAS experience, ideally gained inside or alongside an electric, gas, or energy utility, with hands-on Skydio product knowledge to provide best-in-class onsite and remote technical and logistics support, help keep utility pilots and inspection programs flying, and keep our engineering and marketing teams plugged into the customer experience. You’ll work both remotely and at customer sites such as substations, transmission and distribution corridors, and generation facilities, performing device firmware troubleshooting, inspection mission configuration and optimization, and 1st / 3rd party cloud network optimization and issue diagnostics. Using log analysis tools, customer incident tickets, and internal documentation, you will determine the root cause of flight and skill issues (e.g., media streaming, 3D scan, automated inspection workflows), provide mitigation recommendations to customers, and collaborate with product teams to drive product enhancements. By owning customer relationships in the field and collecting feedback, you will be a trusted partner and liaison between Skydio Program Management, Product, Support, and Engineering teams.

Location:

Virginia preferred, though proximity to Richmond is the primary requirement.

How you’ll make an impact:

• Act as the product specialist liaison between Skydio and our utility customers, proactively responding to advanced technical support questions from UAS program managers, inspectors, and field crews.

• Help utility customers stand up and scale drone-in-a-box programs, including Skydio Dock deployments at substations and other remote assets, remote and BVLOS operations, and recurring automated inspection missions.

• 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, ensuring utility inspection and asset management needs are reflected in product enhancements.

• 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 maintenance and operation techniques for UAS aircraft and docks, with attention to the safety practices and site access requirements of utility environments.

• Proactively partner with internal support leaders and cross-functional Engineering and Product teams to build support processes that improve the customer experience.

• Troubleshoot UAS Command and Control (C2) and Cloud networking issues using your knowledge of Internet protocols, cellular modems, and wireless point-to-point radios across enterprise, IoT, and utility OT/IT network environments to help customers get the most value from their UAS fleet.

• Stay current with network product and industry trends, working with product, engineering, and business partners to align on our network strategy and best practices for Skydio Docks and Remote Flight Operations.

What makes you a good fit:

• At least 3 years of UAS operations and flight experience, with utility, energy, or critical infrastructure inspection experience strongly preferred.

• Experience in operational, technical, customer-facing success, or field support roles, ideally supporting electric or gas utilities, energy providers, or the contractors that serve them.

• Familiarity with utility inspection use cases such as transmission and distribution line inspection, substation monitoring, storm damage assessment, and vegetation management.

• Comfort working on or near energized infrastructure and following utility safety protocols, site access procedures, and PPE requirements.

• Familiarity with utility cybersecurity and compliance considerations (e.g., NERC CIP) and with deploying connected devices on utility networks is a plus.

• Ability and willingness to occasionally work flexible hours, including after-hours and weekend support on a rotation or as-needed basis (e.g., during storm response).

• Assertive self-starter with great interpersonal and written communication skills.

• Proficient in onsite, real-time technical troubleshooting and problem-solving, and familiar with triage and escalation workflows.

• A strong desire to learn new skills and grow with Skydio and the rapidly evolving UAS remote operations landscape.

• Experience with Customer Relationship Management systems (CRMs); Salesforce and Jira experience is a plus.

• Strong experience supporting and troubleshooting IoT or enterprise applications using streaming and packet networks and streaming APIs (e.g., WebRTC and REST).

• Demonstrated expertise troubleshooting and optimizing network-connected devices streaming content over WiFi mesh and carrier mobile networks.

• Demonstrated experience solving complex problems involving enterprise, utility, or field networks, APIs, and 3rd party integrations (e.g., asset management or GIS platforms).

• Excellent ability to multitask and manage multiple concurrent projects to resolution in a timely manner.

• Able to work at different sites locally and travel regionally up to 40–60% of the time, or as needed.

• Obtaining FAA Part 107 certification within the first 60 days of employment is strongly encouraged for all Skydio employees and required for certain positions. BVLOS waiver or remote operations experience is a plus.

Compensation: At Skydio, our compensation packages for regular, full-time employees include competitive base salaries, equity in the form of stock options, and comprehensive benefits packages. Compensation will vary based on factors, including skill level, proficiencies, transferable knowledge, and experience. Relocation assistance may also be provided for eligible roles. The annual base salary range for this position is $110,000 - $135,000*. Fundamentally, we believe that equity is the key to long-term financial growth, and we ensure all regular, full-time employees have the opportunity to significantly benefit from the company's success. Regular, full-time employees are eligible to enroll in the Company’s group health insurance plans. Regular, full-time employees are eligible to receive the following benefits: Paid vacation time, sick leave, holiday pay and 401K savings plan. This position and all associated benefits are subject to applicable federal, state, and local laws, as well as the Company’s policies and eligibility criteria.

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