Analyst providing IT support and operations for clients in a hybrid environment. Engaging in technology challenges and facilitating user support directly.
About the role
- Product Support Engineer providing technical assistance at Skydio, an autonomous flight leader. Collaborate with teams to optimize support processes and tools.
Responsibilities
- 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 escalations from Support by building sophisticated tools and define rock-solid triage and root cause analysis techniques. This may involve flight reproduction tests, log analysis and occasionally code-level inspection utilizing Claude, LLM and other AI tools.
- Help build diagnostic processes used by Customer Support to resolve customer issues.
- Develop technical content and product knowledge sharing best practices for use by Customer Support.
- Use your software or hardware and Skydio product knowledge to create log analysis, diagnostic tools feature requests, and own collaboration with Engineering teams from roadmap to implementation within device and Cloud technology stacks.
- With Skydio Field Support Representatives (FSR), interface with customers operating Skydio X10 dock-based fleets to provide Cloud integration support, with some on-site travel required.
- Lead Support prioritization of bug backlog within the product planning process.
- Be a Subject Matter Expert to Support TSRs performing incident investigations.
- Build analytics dashboards in Databricks and use data to inform decision making.
Requirements
- A 4-year degree in a software or hardware engineering discipline.
- 1-3 years of experience in a software or hardware role, system engineer (SE) field experience, PSE or Technical Program Management.
- Strong technical troubleshooting and problem-solving skills, and familiarity with triage and escalation workflows.
- Experience working with Atlassian Jira, Salesforce, Databricks / SQL and AI tools (LLMs, Palantir AIP, ChatGPT, NotionAI, Claude).
- Familiarity with RESTful APIs, Cloud integration configuration and troubleshooting.
- 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 performing hardware failure analysis and related tasks.
- Experience working cross-functionally with technical Product, Manufacturing/Operations, and Go-to-Market teams.
- Familiarity with autonomous robotics and IoT software concepts.
- Self-starter with excellent interpersonal and written communication skills.
- Ability to efficiently collaborate with others to quickly create high-impact solutions.
Benefits
- Paid vacation time
- Sick leave
- Holiday pay
- 401K savings plan
- Health insurance
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