Technical Support Specialist, Tier 2 (DFR) Drone as First Responder

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

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 to 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, must have experience 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 candidate must 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 com