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