Technical Support Engineer

WHO IS FLOCK?

Flock Safety is the leading safety technology platform, helping communities thrive by taking a proactive approach to crime prevention and security. Our hardware and software suite connects cities, law enforcement, businesses, schools, and neighborhoods in a nationwide public-private safety network. Trusted by over 5,000 communities, 4,500 law enforcement agencies, and 1,000 businesses, Flock delivers real-time intelligence while prioritizing privacy and responsible innovation.

We’re a high-performance, low-ego team driven by urgency, collaboration, and bold thinking. Working at Flock means tackling big challenges, moving fast, and continuously improving. It’s intense but deeply rewarding for those who want to make an impact.

With nearly $700M in venture funding and a $7.5B valuation, we’re scaling intentionally and seeking top talent to help build the impossible. If you value teamwork, ownership, and solving tough problems, Flock could be the place for you.

The Opportunity

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.

How You’ll Make an Impact:

- 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.

The Skillset

- 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.

90 Days at Flock

We are a results-oriented culture and believe in structured 90-day plans to ensure success. Here’s what to expect in your first three months as a Technical Support Engineer at Flock Safety:

The First 30 Days

- Complete company onboarding and attend team meetings.

- Begin hands-on training with Flock’s systems, tools, and processes.

- Shadow teammates to learn best practices for troubleshooting and resolving technical issues.

- Start responding to customer cases with oversight and feedback from senior team members.

The First 60 Days

- Take full ownership of troubleshooting and resolving escalated technical issues.

- Collaborate with cross-functional teams to escalate and resolve complex product challenges.

- Contribute to internal documentation, improving troubleshooting workflows and knowledge base resources.

- Gain confidence in handling technical support cases independently.

90 Days & Beyond

- Act as a subject matter expert for Flock’s hardware and software solutions.

- Drive process improvements based on common technical challenges and customer feedback.

- Take proactive steps to analyze trends and recommend solutions to prevent recurring issues.

- Fully manage a portfolio of technical support cases with minimal oversight.

Salary & Equity

In this role, you’ll receive a starting salary between $90,000 and $95,000 as well as Flock Safety Stock Options. Base salary is determined by job-related experience, education/training, as well as market indicators. Your recruiter will discuss this in-depth with you during our first chat.

The Perks

🌴Flexible PTO: We offer non-accrual PTO, plus 11 company holidays.

⚕️Fully-paid health benefits https://drive.google.com/file/d/1XD-LqU1xqrtYWYDr2ZolzJ-iQzKq44dp/view?usp=drive_link p