Senior Technical Support Representative - Japan

Skydio is the leading US drone company and the world leader in autonomous flight, the key technology for the future of drones and aerial mobility. The Skydio team combines deep expertise in artificial intelligence, best-in-class hardware and software product development, operational excellence, and customer obsession to empower a broader, more diverse audience of drone users, from utility inspectors https://www.skydio.com/solutions/energy-and-utilities to first responders https://www.skydio.com/solutions/public-safety, soldiers in battlefield scenarios https://www.skydio.com/solutions/national-security/tactical-isr, and beyond https://www.skydio.com/solutions.

ABOUT THE ROLE:

Location Preference: 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.

You’ll combine your relevant experience with hands-on Skydio product knowledge to help keep Skydio customers' pilots flying, and our engineering and marketing teams plugged into the customer experience.

You’ll work daily with hardware and software components that may involve on-device firmware troubleshooting, mission usage / configuration optimization, and 1st / 3rd party cloud network issue diagnostics.

Utilizing log analysis, existing incident tickets and internal documentations, you will use your technical troubleshooting skills to determine the root cause of various flight or media streaming issues, provide mitigation recommendations to customers, and collaborate with product teams to achieve issue resolutions.

HOW YOU’LL MAKE AN IMPACT:

• 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.

WHAT WOULD MAKE YOU A GOOD FIT:

• 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.

• Familiarity with RMA, spares, logistics or other repair workflows is a plus.

• Value Added Reseller (VAR) or OEM Partner support Ops/Program experience is a plus

• At least 4 years of experience in B2B operational, technical, or customer-facing success or support roles.

• Experience with scripting languages such as Bash, PHP, Python a plus.

• 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.

• Some experience in Linux operating systems is preferred.

• 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 different with headquarters which is based in the west coast of the U.S.

• Experience working cross-functionally across engineering, ops, product, and go-to-market teams.

#LI-AY1

At Skydio we believe that diversity drives innovation. We have created a multidisciplinary environment that embraces the power of diverse perspectives to create elegant solutions for complex problems. We are committed to growing our network of people, programs, and resources to nurture an inclusive culture.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or other characteristics protected by federal, state or local anti-discrimination laws.

For positions located in the United States of America, Skydio, Inc. uses E-Verify to confirm employment eligibility. To learn more about E-Verify, including your rights and responsibilities, please visit https://www.e-verify.gov/