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Flock Safety

We are the first public safety operating system empowering over 2500 cities to eliminate crime.

Tier 2 Support Specialist, DFR

Customer SupportCustomer SupportFull TimeRemoteSeniorTeam 501-1,000Since 2017H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

10 days ago

Salary

$70K - $75K / year

Seniority

Senior

Bachelor Degree3 yrs expEnglish

Job Description

Tier 2 Support Specialist, DFR

Flock Safety

• 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.

Job 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.
  • 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.

Benefits

  • Flexible PTO: We offer non-accrual PTO, 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. Flock will provide a $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.
  • Spring Health: Spring Health offers a variety of mental health benefits, including therapy, coaching, medication management, and digital tools, all tailored to each individual's needs.
  • 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 four ERGs today - Women of Flock, Flock Proud, LEOs 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: $300 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.

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