Product Support Engineer

Summary: Skydio is the leading US drone company and the world leader in autonomous flight, focusing on empowering a diverse audience of drone users. The Product Support Engineer role involves optimizing technical support processes, collaborating with engineering teams, and developing diagnostic tools to enhance customer support and product quality. 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 Required Qualifications: - 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 Required Skills: Technical troubleshooting, Triage, escalation workflows, Atlassian Jira, Salesforce, Databricks, SQL, AI tools LLMs, AI tools Palantir AIP, AI tools ChatGPT, AI tools NotionAI, AI tools Claude, RESTful APIs, Cloud integration configuration, Cloud service offerings AWS, Cloud service offerings GCP, Configuration management, Network architecture troubleshooting WiFi, Network architecture troubleshooting 5G LTE, Hardware failure analysis, Autonomous robotics, IoT software concepts Benefits: Equity in the form of stock options, Comprehensive benefits packages, Paid vacation time, Sick leave, Holiday pay, 401K savings plan