Technical Support Engineer

Flock Safety

82d • $90,000 - $95,000

About The Position

Flock Safety is looking to add a Technical Support Engineer to support our cloud software and hardware products. This role is responsible for incident management, troubleshooting technical issues, and collaborating with Product and Engineering teams to drive resolution. As a Technical Support Engineer, you will handle escalated technical issues within our Customer Experience organization, performing advanced troubleshooting, validating issues, identifying workarounds, and ensuring engineering-ready tickets are created for true defects. This role requires experience with SaaS solutions and a foundational knowledge of SQL, APIs, and error logging.

Requirements

• 4+ years of advanced technical support experience.
• Strong technical troubleshooting skills, including reading logs, interpreting error codes, and reproducing issues in production and development environments.
• Experience writing technical defect reports with clear reproduction steps for Engineering teams.
• Prior experience supporting cloud-based SaaS solutions (Salesforce Incident Management experience is a plus!).
• Exceptional verbal and written communication skills, with the ability to convey complex technical issues clearly and empathetically to internal teams and customers.

Responsibilities

• Act as the primary technical point of contact for hardware and software support cases.
• Troubleshoot and resolve escalated issues by analyzing system logs, error codes, and customer-reported incidents.
• Execute and understand basic SQL queries, including database updates.
• Support SSO and non-SSO authentication systems such as Azure, Okta, and Auth0.
• Identify trends and perform proactive analysis on support cases, partnering with Product teams to drive continuous improvement.
• Reproduce software issues and develop workarounds to unblock customers while awaiting permanent fixes.
• Utilize API tools like Postman to test and validate API-related issues.
• Triage and escalate critical issues to the Engineering team based on urgency and prioritization.
• Manage the incident management process, ensuring visibility and awareness of known issues across the business.

Benefits

• Flexible PTO: We offer non-accrual PTO, plus 11 company holidays.
• Fully-paid health benefits plan for employees: including Medical, Dental, and Vision and an HSA match.
• Family Leave: All employees receive 12 weeks of 100% paid parental leave. Birthing parents are eligible for an additional 6-8 weeks of physical recovery time.
• Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. Flock will provide a $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.
• Spring Health: Spring Health offers a variety of mental health benefits, including therapy, coaching, medication management, and digital tools, all tailored to each individual's needs.
• Caregiver Support: We have partnered with Cariloop to provide our employees with caregiver support.
• Carta Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors who can address individual grants, model tax scenarios, and answer general questions.
• ERGs: We want all employees to thrive and feel like they belong at Flock. We offer four ERGs today - Women of Flock, Flock Proud, LEOs and Melanin Motion.
• WFH Stipend: $150 per month to cover the costs of working from home.
• Productivity Stipend: $300 per year to use on Audible, Calm, Masterclass, Duolingo and so much more.
• Home Office Stipend: A one-time $750 to help you create your dream office.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees