Senior Technical Support Representative

Skydio is the leading US drone company and the world leader in autonomous flight. This role is based in Tokyo, Japan and candidates must be willing and able to work onsite five days per week. As a 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 business and government customers.

Responsibilities

Act as the conduit between Skydio and our Enterprise customers or partners and proactively respond to all types of technical support questions in a timely manner; Work closely with Skydio internal teams to become an expert on Skydio's products, processes, specifications, and product roadmap, especially concerning communication interactions with Skydio autonomy feature behavior; Collaborate with internal teams such as Product to familiarize yourself with our product specifications, features and capabilities and be able to influence the product roadmap as this role will involve a significant amount of non-networking specific product issues; Working cross-functionally with Technical, Product, Engineering, Logistics and Go-To-Market teams ensuring proper prioritization of all customer issues and escalations; Troubleshoot networking issues using your knowledge of the Internet Protocol Suite, cellular modems and wireless point-to-point radios in everything from Enterprise to IoT infrastructure; Be flexible: Willing and enthusiastic to work on multiple projects, both tactical and strategic as needed

Requirements

Proficient in technical troubleshooting, 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; Assertive self-starter with excellent interpersonal and written communication skills; At least 4 years of experience in B2B operational, technical, or customer-facing success or support roles; Strong understanding of Network Security and IPsec implemented across multiple networks; Excellent knowledge and experience supporting/troubleshooting IoT or enterprise applications using streaming and packet networks and streaming APIs (e.g WebRTC and REST); Demonstrated expertise in troubleshooting and optimizing network connected devices running over WiFi meshed and carrier mobile network; Experience with optimizing media streaming over mixed wireless networks; Hands-on experience with a variety of Network diagnostic tools; Bilingual and fluent in English and Japanese; Willing to travel 20-40% of the working year; Willing to work flexible hours and schedule, including after-hours based on the time difference with headquarters which is based on the west coast of the U.S.; Experience working cross-functionally across engineering, ops, product, and go-to-market teams

Nice to have

Familiarity with RMA, spares, logistics or other repair workflows; Value Added Reseller (VAR) or OEM Partner support Ops/Program experience; Experience with scripting languages such as Bash, PHP, Python; Some experience in Linux operating systems