Technical Support Engineer, Drone as First Responder (DFR)
About The Position
Flock Safety is looking to add a DFR Technical Support Engineer to support our Drone as First Responder operations across hardware, software, and integrated workflows. In this role, you will be a technical owner for complex DFR issues spanning drones, docks, c2 software, video streaming, DAA behavior, and third-party integrations. You will help keep customers mission-ready by performing deep technical troubleshooting, driving log-level investigations, identifying patterns, and preparing engineering-ready escalations when platform or hardware defects are identified. This role is ideal for someone who thrives in high-urgency technical environments, can translate complex root cause analysis into clear internal and customer-facing communication, and wants to help scale a reliable support model for one of Flock’s fastest-evolving product areas. Must be available for occasional, scheduled on-call support.
Requirements
- Must be available for occasional, scheduled on-call support
- 4+ years of advanced technical support, technical operations, or systems troubleshooting experience in a complex hardware/software environment.
- Strong technical troubleshooting skills, including the ability to analyze logs, interpret failures, isolate issues, and reproduce problems in live and test environments.
- Experience writing clear, engineering-ready defect reports and technical summaries with actionable reproduction details.
- Hands-on familiarity with hardware and software systems used in DFR environments, including drones, docks, radar, streaming/video systems, and integrated public safety workflows.
- Working knowledge of public safety IT systems, networking, and infrastructure concepts, especially where integrations and uptime are critical.
- Comfort operating in a high-urgency escalation environment and collaborating across Support, Technical Account Manager,, Safety, Product, Engineering, and deployment teams.
- Strong written and verbal communication skills, with the ability to explain complex technical issues clearly and empathetically to both internal teams and customers.
- FAA Part 107 certification is required, or the ability to obtain and maintain it quickly in role.
Nice To Haves
- Experience with SaaS platforms, APIs, and technical support tooling is strongly preferred.
Responsibilities
- Act as a technical resource for escalated DFR issues across pre-flight, in-flight, and post-flight operations.
- Troubleshoot complex issues involving drone and dock hardware, remote control systems, radar software, video streaming, and platform/DFR-related integrations.
- Perform log-level investigation and technical analysis using observability and troubleshooting tools to build clear technical narratives of what happened and what should happen next.
- Own patterned and ambiguous issues that do not yet have documented playbooks, and partner with Engineering on escalation prep and root cause validation.
- Support crash post-mortems in collaboration with Safety.
- Serve as a go-between for Aviation Engineering, Technical Account Managers, and customer-facing teams by translating technical findings into digestible resolution paths and status updates.
- Support DFR integration issues across systems such as FlockOS, CAD, VMS, DAA, and related customer environments.
- Identify recurring trends, strengthen escalation quality, and improve internal knowledge resources that help Tier 1 and Tier 2 teams resolve issues faster.
- Own and maintain troubleshooting documentation and knowledge base content for the broader DFR support organization.
Benefits
- Flexible PTO
- 11 company holidays
- Fully-paid health benefits plan for employees: including Medical, Dental, and Vision
- HSA match
- 12 weeks of 100% paid parental leave
- Fertility & Family Benefits: partnered with Maven, a complete digital health benefit for starting and raising a family. In 2025, Flock will provide a $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.
- Caregiver Support: partnered with Cariloop to provide employees with caregiver support
- Carta Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors
- ERGs (Women of Flock, Flock Proud, LEOs and Melanin Motion)
- $150 per month WFH Stipend
- $300 per year Productivity Stipend
- One-time $750 Home Office Stipend
- Pet Insurance: partnered with Pumpkin
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
