Tier 2 Support Specialist, DFR

Every community deserves to be safe, it’s a fundamental right. Our mission is simple - to build technology that reduces crime and protects privacy. Flock partners with cities, businesses, schools, and neighborhoods to help protect where people live, work, and play. Last year, Flock technology supported over 1 million criminal investigations, helped solve approximately 20% of reported crimes in areas where it is deployed, and played a role in locating more than 10,000 missing people.

We are a high-performance team united by urgency, ownership, and a shared commitment to meaningful impact. The work is fast-paced and the expectations are high. We push beyond perceived limits, support each other, and hold ourselves accountable to delivering results that matter.

With over $1B in funding and an $8.3B valuation, we are scaling with intention and investing in the people who will help us build what others said could not be done. At Flock, you will find the opportunity to grow quickly, take on real responsibility, and contribute to something bigger than yourself.

Flock Safety is looking to add a Tier 2 Support Specialist, DFR to support our Drone as First Responder operations across day-to-day hardware, software, and deployment-related support needs.

In this role, you will own a high volume of active DFR support cases, troubleshoot issues that have established workflows or documented troubleshooting paths, and help keep customers mission-ready through timely triage, resolution, and clean escalation when deeper technical investigation is needed.

This role is ideal for someone who is strong in customer-facing technical support, comfortable operating in a high-urgency environment, and excited to help scale a reliable support experience for one of Flock’s fastest-evolving product areas.

• 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.

We’re looking for people with:

• 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.

The candidate must have:

• 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.

We are a results-oriented culture and believe strong 90-day plans create clarity, momentum, and measurable impact early in a role.

• Complete onboarding and build a strong understanding of Flock’s mission, DFR workflows, support tools, and escalation pathways.

• Learn the DFR platform landscape, including drones, docks, core software flows, and common customer use cases.

• Shadow active support cases, customer communications, and cross-functional handoffs.

• Begin handling lower-complexity Tier 2 cases with guidance from senior team members.

• Learn the documented troubleshooting paths, maintenance workflows, and deployment support processes used by the team.

• Take ownership of a defined set of Tier 2 DFR cases and begin independently driving customer communication, troubleshooting, and resolution.

• Handle common and moderately complex DFR support issues using established workflows and escalation criteria.

• Support maintenance follow-through, admin configuration tasks, and deployment-related case work with increasing autonomy.

• Contribute to internal documentation by capturing common resolutions, edge cases with known paths, and process gaps.

• Build strong working relationships with Support, Deployment, TAM, and Engineering partners.

• Independently manage a meaningful Tier 2 DFR case load with strong quality, urgency, and customer communication.

• Serve as a reliable owner for day-to-day DFR support issues that fall within established support playbooks.

• Improve team efficiency by identifying repeat issues, documenting solutions, and tightening escalation quality.

• Help strengthen the broader DFR support model by improving handoffs between Tier 1, Tier 2, and deeper technical escalation resources.

• Become a trusted operator for maintaining customer uptime through strong execution, clean case ownership, and sound escalation judgment.

In this role, you’ll receive a starting salary between $70,000- $75,000 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.

We’re building the impossible, together. To drive innovation through in-person collaboration, we’re prioritizing candidates in our key hubs: Atlanta, Boston, Chicago, Denver, Los Angeles, New York City, San Francisco, and Austin. While we value the energy of our hub communities, we embrace remote work and welcome applications from exceptional talent across the United States.

🌴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.

If an offer is extended and accepted, this position requires the ability to obtain and maintain Criminal Justice Information Services (CJIS) certification as a condition of employment. Applicants must meet all FBI CJIS Security Policy requirements, including a fingerprint-based background check.

Flock is an equal opportunity employer. We celebrate diverse backgrounds and thoughts and welcome everyone to apply for employment with us. We are committed to fostering an environment that is inclusive, transparent, and collaborative. Mutual respect is central to how Flock operates, and we believe the best solutions come from diverse perspectives, experiences, and skills. We embrace our differences and know that we are stronger working together.

If you need assistance or an accommodation due to a disability, please email us at [email protected]. This information will be treated as confidential and used only to determine an appropriate accommodation for the interview process.

At Flock, we compensate our employees fairly for their work. Base salary is determined by job-related experience, education/training, as well as market indicators. The range above is representative of base salary only and does not include equity, sales bonus plans (when applicable) and benefits. This range may be modified in the future. This job posting may span more than one career level.

Flock is aware of fraudulent individuals and agencies falsely claiming to represent our company. All legitimate communication from Flock will come from an email address ending in @flocksafety.com. We do not make job offers through messaging apps, social platforms, or unauthorized third parties, and we will never request payment or sensitive personal information during the hiring process. If you encounter suspicious outreach related to a Flock role, please report it to [email protected]