• Direct impact working with your team and also take part in programming provided by our Training and Development team. • Project work, professional development, a business challenge culminating in presenting to our executive leadership team. • Review current engineer workflows to help look for efficiency and improvements. • Analysis of all ticket data to identify areas for automation to reduce hands on work. • Work with global team to identify AI opportunities to help drive improvements.

• Provide technical support to install and maintain company products • Conduct on-site enhancements, maintenance and support for new and existing systems • Implement new product configurations/software upgrades, installs network devices and/or hardware components/peripherals • Diagnose, troubleshoot and repair technical problems • Fulfilling aftersales needs of customers in the assigned territory • Maintain response time & downtime as per the SLA to assigned customers • Deliver actionable data driven insights to explore new areas of operational excellence • Ensure all in-field activities are carried out safely complying with company environmental Health & Safety (EHS) guidelines and procedures

• Manage inquiries across all service channels (phone and email) for our global client base, ensuring timely responses and end-to-end resolution for clients in accordance with client-defined Service Level Agreements (SLAs). • Accurately document incidents, requests, resolutions, and client requirements while providing clear explanations of technical concepts to both technical and non-technical stakeholders. • Triage complex, technical escalations from clients and internal teams. • Use CS documentation, test accounts, and in-depth knowledge of the Entersekt product suite to resolve issues promptly. • Investigate and troubleshoot transaction failures and product-related issues through reproduction, user testing, log analysis, and code interpretation. • Execute incident management processes, including sending notifications and providing technical troubleshooting during system-wide issues. • Act as point of escalation for incidents, leveraging Infrastructure Monitoring tools and systems (for example, Zabbix, Grafana, etc.) to acknowledge and investigate outages. • Collaborate with internal teams to document incident causes and corrective actions. • Contribute to self-help resources by documenting recurring issues, resolutions, and standard procedures. • Help drive continuous improvement of our business systems and processes. • Participate in team initiatives and ad-hoc projects as needed to support business goals. • Engage with cross-functional stakeholders to coordinate the resolution of technical issues, ensuring seamless communication across teams.

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 to first responders, soldiers in battlefield scenarios and beyond. About the Role: We are investing in a Success Systems Specialist to transform how Skydio delivers its post-sales experience — both internally and to our customers. This is a systems architect/builder role designed to embed automation, intelligence, and digital experiences into our support environment. As part of the Skydio Center of Excellence, you will be the connective tissue between our critical tools and databases, our customer-facing support portal, and other key digital experiences. Your work will ensure that Skydio Mission Success scales faster than headcount, delivers more intelligent workflows for advocates, and provides digital-first experiences for customers that increasingly utilize practical AI-powered assistants. This role sits at the intersection of technology, design, and operations — requiring both deep technical fluency and the cross-functional credibility to align with Mission Success, Field Services, Product Support, Analytics, and Revenue Ops. Why This Role Matters Now: - Skydio’s product and system complexity is scaling faster than our current support tooling. - Customers expect digital-first, data-rich, proactive support. - This role is the lever that ensures we scale globally without ballooning support costs. - By surfacing insights, automating workflows, and digitizing the customer journey, this position transforms customer success and support from cost centers into competitive differentiators. How You’ll Make an Impact: Build Automation & Intelligence into Mission Success - Architect integrations between Salesforce Service Console/Field Service, Skydio Cloud APIs, Palantir, and other internal tooling to surface telemetry and analytics directly to advocates and customers. - Create automated workflows and diagnostics that reduce repetitive manual work, accelerate case resolution, and cut operational costs. Customer Digital Experience - Lead the build-out of Skydio’s next-gen support operations portal — enabling customers to see case status, telemetry insights, training/warranty policies, and troubleshooting resources in one unified experience. - Collaborate with stakeholders in Mission Success, Field Services, and Product to ensure a 360° digital experience across the customer journey. Cross-Functional Architecture & Governance - Act as a bridge across silos, ensuring unified systems design across Support, Success, Field Services, Skydio Cloud, and Revenue Ops. - Establish best practices for API use, Mission Success systems architecture, and data governance. - Provide project-level leadership, writing BRDs, roadmaps, user stories, and guiding cross-team delivery. Scalability & Cost Avoidance - Deliver solutions that expand support capacity without exponential headcount growth. - Quantify and communicate ROI of new systems — showing measurable efficiency gains and cost savings. What makes you a good fit: - A business process and systems thinker with both technical fluency and a passion for improving the human experience of support. - Strong understanding of APIs, integrations, and data pipelines (REST, ETL, middleware, Palantir, SQL, and Salesforce). - Proven capacity to architect AI-driven integrations (e.g., Palantir, ChatGPT) that enhance workflow automation and business intelligence. - Experience designing customer-facing digital experiences (customer portals, self-service tools, workflow automation, customer adoption, and training/knowledge transfer). - Proven ability to operate at the project manager level: writing requirements, running sprints, aligning stakeholders. - Familiarity with customer success processes (training, warranty, field service) and how they interconnect with support. - Excellent communication skills, with the credibility to work across technical, Success, Field Services, and executive audiences. - 2+ years of Salesforce Service Console and/or Experience Cloud administration; Salesforce certifications highly desired. - Familiarity with data warehousing/analytics platforms (e.g., Palantir, Databricks, Snowflake, SQL). You are not afraid of a massive Google or Office spreadsheet and have some familiarity with relational database products and concepts (e.g., SQL, Relational Data Model). - Experience working cross-functionally with technical, operations, and GTM teams in an extremely agile environment. - Ability to lead technical projects end-to-end: scoping requirements, writing BRDs, coordinating development, and tracking delivery. You can write a Project Charter or Business Systems Requirement Document (BRD) to help direct working groups, and are capable of tracking complex projects via Jira sprints, GANTT charts, or other standard systems of record. - Comfort with agile methods (sprints, backlogs, Jira) and balancing multiple priorities. - Strong communicator who can bridge the gap between engineers, support agents, and leadership stakeholders. - Experience with Notion, Google Suite, Salesforce, or Netsuite is a plus. - (Nice to have) Familiarity with Experience Cloud/customer portal design and user experience principles. Compensation: At Skydio, our compensation packages for regular, full-time employees include competitive base salaries, equity in the form of stock options, and comprehensive benefits packages. Compensation will vary based on factors, including skill level, proficiencies, transferable knowledge, and experience. Relocation assistance may also be provided for eligible roles. The annual base salary range for this position is $100,000 - $140,000*. Fundamentally, we believe that equity is the key to long-term financial growth, and we ensure all regular, full-time employees have the opportunity to significantly benefit from the company's success. Regular, full-time employees are eligible to enroll in the Company’s group health insurance plans. Regular, full-time employees are eligible to receive the following benefits: Paid vacation time, sick leave, holiday pay and 401K savings plan. This position and all associated benefits are subject to applicable federal, state, and local laws, as well as the Company’s policies and eligibility criteria. *Compensation for certain positions may vary based on the position’s location. #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/