Systems Support Administrator

About the role: 

We’re looking for a self-motivated technical contributor who is passionate about improving process efficiencies across multiple toolsets and systems to help reduce customer effort and friction. This highly cross-functional role will interface with our support advocates, our reverse logistics team, Product Support Engineering leads, legal, analytics, and business systems contributors on various process and systems improvement projects, ranging from CRM systems architecture to helping build more efficient operations and systems integrations across our support touch points.  We’re seeking someone who understands customer support from systems, operational, and process/policy perspectives.

How you’ll make an impact:

• Salesforce Service Cloud Readiness & Automation:  You will ensure that core support systems In Service Console and Experience Cloud are administered, optimized, and configured to support omnichannel customer interactions.
• Field Service Optimization:  Working with the Center of Excellence team and cross-functional partners, you will build upon the first-gen Field Service tooling and process to improve our response time and tactical effectiveness for scheduled maintenance and service of our field-deployed products (e.g. the Dock for X10).
• Operational efficiency:  Working with the Sr. Operations Manager and other support leaders, you will contribute to initiative identification, prioritization, and implementation. You will manage scrums with identified SFDC developer resources to deploy new CRM features and tooling to further our business goals. You will assist Support leaders with developing and implementing a CRM Roadmap to support the firm’s global expansion and product support needs. 
• Customer experience:  You will utilize your technical and business skills to optimize self-service resources and integrate internal troubleshooting/diagnostic tools to reduce advocate fatigue and customer effort.
• Security:  You will perform regular security sweeps of all of our systems to ensure that staff permissions are aligned to correct DRIs and that we have scrubbed all entry points into our systems of record.
• Build and maintain Salesforce-based operational analytics/dashboards used by Support leaders, and work closely with the Skydio Analytics team to create analytics tools that join Support data to financial and drone telemetry datasets.
• Use Salesforce configuration-over-code best practices to build automated Support workflows and provide efficient Service Console user experiences.

 

What would make you a strong fit: 

• A self-starter with impeccable verbal and written communication skills, obsessive attention to detail, and the ability to manage your time effectively. 
• A technically adept problem solver with a passion for design thinking and agile implementation.
• Willing to work a flexible schedule (weekend hours and/or overtime potentially required).
• You have 1-3 years of CS experience (previous experience in a technical or business systems function capacity is preferred).
• You have 2+ years of admin-level experience working with Salesforce Service Console, Experience Cloud, or as a Salesforce Sys Admin / Sr. Sys Admin. Salesforce certifications are highly desired.
• (Nice to have) You understand and can write APEX code (e.g., triggers) and have audited or performed developer-level work in the past.
• Proven Project Management and/or Business Systems Analyst (BSA) experience at the team/departmental level. 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.
• 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 with Notion, Google Suite, Salesforce, Atlassian Jira, or Netsuite is a plus.
• You have experience working cross-functionally across technical, ops, and GTM teams.
• You are comfortable and confident working in an agile start-up environment.

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 $80,000-$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.

 

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