Tier 2 Support Specialist, DFR

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