Technical Support Specialist, Tier 2 (DFR)
Flock Safety
Who is Flock?
Flock Safety is an all-in-one technology solution to eliminate crime and keep communities safe. Our intelligent platform combines the power of communities at scale - including cities, businesses, schools, and law enforcement agencies - to shape a safer future together. Our full-service, maintenance-free technology solution is trusted by communities across the country to help solve and deter crime in the pursuit of safer communities for everyone.
Our holistic public safety platform is comprehensive and intelligent, providing the actionable evidence needed to solve, deter and reduce crime across neighborhoods, schools, businesses and entire cities. Without compromising transparency or privacy, we are turning unbiased data into objective answers.
Flock strives to offer a career-defining experience where you can also make an impact on your community. While safety is a serious business, we are a supportive team that is optimizing the remote experience to create strong and fulfilling relationships even when we are physically apart. Our group of hard-working employees thrive in a positive and inclusive environment, where a bias towards action is rewarded.
We have raised over $500M in venture capital from investors including Tiger Global, Andreessen Horowitz, Matrix Partners, Meritech Capital Partners, and Initialized Capital. Now surpassing a $5.5B valuation, Flock is scaling intentionally and seeking the best and brightest to help us meet our goal of reducing crime in the United States by 25% in the next three years.
The Opportunity
We are seeking an experienced Tier 2 Support Specialist, DFR, to join Flock Safety’s growing customer support team. This position is critical in ensuring that our customers’ issues are resolved quickly efficiently, and without impacting the progress of our Drone as First Responder (DFR) deployments. this role, you will handle customer support issues that come in through various channels (phone, email, etc.), triage technical problems, and provide solutions for both hardware and software issues. You will work closely with deployment engineers, project managers, and other technical teams to ensure smooth operations and minimize disruptions for our customers. The Tier 2 Support Specialist will also escalate more complex issues to the Engineering and Product teams when needed. This position is perfect for someone with experience in customer support, especially within the government IT sector, and familiarity with hardware and software troubleshooting in technical systems.
NOTE: This role requires taking ownership of the first level of after-hours on-call support, responding t and resolving issues to ensure uninterrupted 24/7 operations for our customers.
The Skillset:
We’re looking for people with
Help Desk and Customer Support Expertise: Experience working in a customer-facing role, specifically in help desk environments with a focus on troubleshooting hardware and software systems.
Technical Knowledge: Understanding of hardware troubleshooting, particularly with systems like drones, docking stations, radar, and other technology commonly used in DFR deployments.
IT Systems Experience: Knowledge of public safety IT systems, networking and infrastructure (layer 1-3), with experience in managing and troubleshooting complex integration
Escalation Management: Proven ability to manage escalations, working with engineering teams to resolve high-priority issues in a public safety 24/7 work environment.
Excellent Communication Skills: Strong verbal and written communication skills, including the ability to communicate complex technical issues clearly to both technical and non-technical stakeholders.
Customer-Facing Experience: Experience in a customer-facing role, ideally in technical support, offering on-site or remote support throughout the deployment lifecycle.
The ideal candidate will have:
Experience with Government IT Operations: Familiarity with large-scale, complex government IT systems and deployments, particularly in the public safety space.
Familiarity with FAA Part 107: Basic understanding of drone operations and compliance wit FAA regulations.
Experience with Unmanned Aircraft Systems (UAS) Hardware: Hands-on experience with U systems and associated components.
90 Days at Flock
We believe that 90-day plans are more effective than traditional job descriptions. These plans ensure that your first three months are focused on building the right skills, getting to know your team, and making a direct impact on Flock’s mission
The First 30 Days:
Onboard and Understand: Gain a thorough understanding of Flock’s mission, values, and th specific objectives of the DFR program, focusing on the technical aspects of the deployment process.
Familiarize with Support Tools and Processes: Learn the internal systems, tools, and methodologies used to track customer support issues, monitor hardware and software performance, and manage case documentation.
Understand Product Details: Review and familiarize yourself with Flock and Aerodrome products, including hardware components like drones, docking stations, and radar systems. Meet Key Stakeholders: Build relationships with cross-functional teams, including deployment engineers, project managers, and the Engineering team, as well as third-party partners involved in DFR hardware and software.
Shadow Team Members: Observe and assist with support tickets, learn escalation procedures, and begin handling less complex customer issues under the guidance of senior team members.
The First 60 Days:
Take Ownership of Support Cases: Begin managing a subset of customer issues and triage technical problems related to DFR deployments. This will involve direct communication with customers to understand their needs, document issues, and provide resolutions.
Escalate Complex Issues: Handle more complex technical support issues and collaborate closely with engineering teams to provide solutions. Start identifying repeat issues and assist with creating solutions to prevent future occurrences.
Develop Support Knowledge Base: Contribute to building a comprehensive support knowledge base, documenting solutions to common problems and providing guidance for Tier 1 support staff.
Lead Customer Support Training: Train Tier 1 support staff on how to handle and escalate technical issues, ensuring they are equipped with the necessary tools and knowledge to provide efficient service to customers.
Collaborate with Engineering: Work closely with engineers to understand technical challenges faced by customers and help resolve any bugs or issues that may arise during deployment.
90 Days & Beyond:
Take Full Ownership of the Support Pipeline: Assume full responsibility for managing tier 2 technical support cases for active DFR deployments: ensuring the timely and efficient resolution of customer issues, maintaining customer satisfaction, and escalating to tier 3 support as necessary.
Lead Major Issue Resolution: Successfully resolve complex technical issues related to hardware or software, and work closely with the Engineering and Product teams to ensure long-term solutions are implemented.
Drive Support Process Improvements: Identify recurring technical issues and collaborate with engineering and product teams to develop proactive solutions that improve the customer support process.
Expand the Knowledge Base: Continue to develop and refine the support knowledge base, adding detailed documentation on hardware/software troubleshooting and best practices for deployment. This will enable a more efficient support process and assist Tier 1 staff in resolving issues quickly.
Prepare for Future Growth: Play a pivotal role in scaling the support team by mentoring new hires and helping build out the support team’s capabilities as the DFR program grows
The Interview Process:
We believe in a transparent and collaborative interview process. Your recruiter will guide you through each step and ensure that you are well-prepared.
First Chat: Meet with a recruiter to discuss your background, what you bring to the role, and how you align with Flock’s mission
Hiring Manager Interview: Dive deeper into the role, the team, and expectations with your potential future manager.
Technical Assessment: Complete a technical assessment to test your troubleshooting and customer support skills.
Panel Interview: Meet with cross-functional teammates to discuss collaboration and communication across teams, and showcase how you align with Flock’s values
Salary & Equity
In this role, you’ll receive a starting salary range of $70,000 - $96,250 as well as Flock Safety Stock Options.
The Perks
🌴Flexible PTO: We seriously mean it, 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. In 2025, Flock will provide a $ 50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.
💖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 three ERGs today - Women of Flock, Flock Proud, and Melanin Motion. If you are interested in talking to a representative from one of these, please let your recruiter know.
💻WFH Stipend: $150 per month to cover the costs of working from home.
📚Productivity Stipend: $250 per year to use on Audible, Calm, Masterclass, Duolingo, Grammarly and so much more.
🏠Home Office Stipend: A one-time $750 to help you create your dream office.
🐾Pet Insurance: We’ve partnered with Pumpkin to provide insurance for our employee’s fur babies.
Flock is an equal opportunity employer. We celebrate diverse backgrounds and thoughts and welcome everyone to apply for employment with us. We are committed to fostering an environment that is inclusive, transparent, and collaborative. Mutual respect is central to how Flock operates, and we believe the best solutions come from diverse perspectives, experiences, and skills. We embrace our differences and know that we are stronger working together.
If you need assistance or an accommodation due to a disability, please email us at careers@flocksafety.com. This information will be treated as confidential and used only to determine an appropriate accommodation for the interview process.
At Flock Safety, we compensate our employees fairly for their work. Base salary is determined by job-related experience, education/training, as well as market indicators. The range above is representative of base salary only and does not include equity, sales bonus plans (when applicable) and benefits. This range may be modified in the future. This job posting may span more than one career level.