Tier 2 Support Specialist, DFR

Flock

8d•$70,000 - $75,000•Remote

About The Position

Flock Safety is looking to add a Tier 2 Support Specialist, DFR to support our Drone as First Responder operations across day-to-day hardware, software, and deployment-related support needs. In this role, you will own a high volume of active DFR support cases, troubleshoot issues that have established workflows or documented troubleshooting paths, and help keep customers mission-ready through timely triage, resolution, and clean escalation when deeper technical investigation is needed. This role is ideal for someone who is strong in customer-facing technical support, comfortable operating in a high-urgency environment, and excited to help scale a reliable support experience for one of Flock’s fastest-evolving product areas.

Requirements

3+ years of support, help desk, or drone operations experience in a hardware and software environment.
Strong troubleshooting skills across customer-reported issues, system behaviors, and operational workflows.
Experience supporting customers in a fast-paced, high-urgency environment where uptime matters.
Hands-on familiarity with systems used in DFR environments, including drones, docks, firmware, video workflows, and related support tooling.
Working knowledge of networking and infrastructure fundamentals, especially as they relate to deployment support and customer environments.
Strong written and verbal communication skills, including the ability to communicate clearly with both technical and non-technical audiences.
Experience managing escalations and partnering effectively across multiple teams.
Comfort following structured troubleshooting workflows while using sound judgment on when to escalate.
Experience documenting repeatable solutions and contributing to internal knowledge resources.
Familiarity with public safety or government technology environments.
Familiarity with FAA Part 107 requirements and drone operations, or the ability to quickly build that knowledge in role.
Experience supporting hardware and software systems in a customer-facing environment.
The ability to obtain and maintain FAA Part 107 certification if required for role scope.
Ability to obtain and maintain Criminal Justice Information Services (CJIS) certification as a condition of employment. Applicants must meet all FBI CJIS Security Policy requirements, including a fingerprint-based background check.

Responsibilities

Own day-to-day Tier 2 support cases for active DFR customers across phone, email, and case-based workflows.
Troubleshoot DFR issues involving drones, docks, firmware mismatches, launch and landing issues, in-flight video or control issues, and related platform behaviors where documented support paths exist.
Support deployment and installation-related questions for internal teams and customers, including configuration support, maintenance follow-through, and coordination with cross-functional stakeholders.
Assist with DFR-related support across connected systems and environments where the troubleshooting path is known and repeatable.
Create, track, and follow through on maintenance requests and other operational support work as needed to keep customers running.
Advise customers on basic networking and environment requirements needed to support healthy DFR operations.
Partner with deployment teams, project managers, Technical Account Managers, and Engineering to move issues forward and minimize customer disruption.
Document troubleshooting steps, resolutions, and recurring issues to strengthen knowledge resources and improve future resolution speed.
Escalate cases that require log-level analysis, undocumented troubleshooting, crash investigation support, pattern analysis, or engineering-ready root cause validation.

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
Additional 6-8 weeks of physical recovery time for birthing parents
Fertility & Family Benefits through Maven with a $50,000 lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.
Mental health benefits through Spring Health, including therapy, coaching, medication management, and digital tools.
Caregiver support through Cariloop.
Carta Tax Advisor for 1:1 sessions with Equity Tax Advisors.
Employee Resource Groups (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