Product Support Engineer

About the role

Skydio is looking for a highly motivated individual with formal software or hardware engineering training and experience to help drive top-tier technical support experience process optimization. You’ll join with other Product Support Engineers (PSE) to take ownership of Support-to-Engineering escalation and Root Cause Analysis processes in collaboration with our Hardware, Software and Cloud engineering teams. You will perform key operational tasks along with tool and process improvements benefiting Technical Support Representatives (TSR) and Product Engineering teams. You will advise both groups on technical IoT device/flying robot troubleshooting best practices, identify, build and deploy troubleshooting and log analysis tools, lead Support-Product team weekly escalation meetings to mitigate emerging issues and much more. This role is ideal for someone looking to gain broad technical product and business operations experience, and also open a door to longer-term careers in hardware or software engineering, and technical product management.

How you'll make an impact

• 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.

What makes you a good fit

• 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