Flock Safety is looking to add a Tier 2 Support Specialist, DFR to support Drone as First Responder operations. The role involves owning day-to-day support cases, troubleshooting issues, and assisting with deployment and installation-related questions.
Requirements
- 3+ years of support, help desk, and some exposure to DJI 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.
Benefits
- Flexible PTO
- Fully-paid health benefits plan
- 12 weeks of 100% paid parental leave
- Fertility & Family Benefits
- Spring Health
- Caregiver Support
- Carta Tax Advisor
- ERGs
- WFH Stipend
- Productivity Stipend
- Home Office Stipend