Support Systems Specialist

Support Systems Specialist 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 ... (truncated, view full listing at source)