Technical Support Engineer

Who is Flock?

Flock Safety is an all-in-one technology solution to eliminate crime and keep communities safe. Our intelligent platform combines the power of communities at scale - including cities, businesses, schools, and law enforcement agencies - to shape a safer future together. Our full-service, maintenance-free technology solution is trusted by communities across the country to help solve and deter crime in the pursuit of safer communities for everyone.

Our holistic public safety platform is comprehensive and intelligent, providing the actionable evidence needed to solve, deter and reduce crime across neighborhoods, schools, businesses and entire cities. Without compromising transparency or privacy, we are turning unbiased data into objective answers.

Flock strives to offer a career-defining experience where you can also make an impact on your community. While safety is a serious business, we are a supportive team that is optimizing the remote experience to create strong and fulfilling relationships even when we are physically apart. Our group of hard-working employees thrive in a positive and inclusive environment, where a bias towards action is rewarded. 

We have raised over $700M in venture capital from investors including Tiger Global, Andreessen Horowitz, Matrix Partners, Bedrock Capital, Meritech Capital Partners, and Initialized Capital. Now surpassing a $7.5B valuation, Flock is scaling intentionally and seeking the best and brightest to help us meet our goal of reducing crime in the United States by 25% in the next three years.

The Opportunity

Flock Safety is looking to add a Technical Support Engineer to support our cloud software and hardware products. This role is responsible for incident management, troubleshooting technical issues, and collaborating with Product and Engineering teams to drive resolution. As a Technical Support Engineer, you will handle escalated technical issues within our Customer Experience organization, performing advanced troubleshooting, validating issues, identifying workarounds, and ensuring engineering-ready tickets are created for true defects.

This role requires experience with SaaS solutions and a foundational knowledge of SQL, APIs, and error logging.

How You’ll Make an Impact:

• Act as the primary technical point of contact for hardware and software support cases.

• Troubleshoot and resolve escalated issues by analyzing system logs, error codes, and customer-reported incidents.

• Execute and understand basic SQL queries, including database updates.

• Support SSO and non-SSO authentication systems such as Azure, Okta, and Auth0.

• Identify trends and perform proactive analysis on support cases, partnering with Product teams to drive continuous improvement.

• Reproduce software issues and develop workarounds to unblock customers while awaiting permanent fixes.

• Utilize API tools like Postman to test and validate API-related issues.

• Triage and escalate critical issues to the Engineering team based on urgency and prioritization.

• Manage the incident management process, ensuring visibility and awareness of known issues across the business.

The Skillset

• 4+ years of advanced technical support experience.

• Strong technical troubleshooting skills, including reading logs, interpreting error codes, and reproducing issues in production and development environments.

• Experience writing technical defect reports with clear reproduction steps for Engineering teams.

• Prior experience supporting cloud-based SaaS solutions (Salesforce Incident Management experience is a plus!).

• Exceptional verbal and written communication skills, with the ability to convey complex technical issues clearly and empathetically to internal teams and customers.
  

90 Days at Flock

We are a results-oriented culture and believe job descriptions are a thing of the past. We prescribe 90-day plans and believe that good days lead to good weeks, which lead to good months. This serves as a preview of the 90-day plan you will receive if you were to be hired as a Location Support Specialist at Flock Safety.

The First 30 Days

• Complete Company onboarding and join team meetings.

• Begin training for the work to support your role, including systems and tools necessary to complete required responsibilities.

• Shadow teammates on phone calls and responding to customers via email. 

• Start handling cases on your own with the assistance of a guided-trainer to familiarize yourself with the system and tools.

The First 60 Days

• Take over your assigned territory, resolving open cases utilizing feedback from managers and peers along the way.

• Work autonomously to maintain your own personal queue as well as keeping up on any ongoing cases with other internal teams.

• You have a strong network of cross-functional partners to lean on and have proven yourself as a strong contributor to the team.

90 Days & Beyond

• You should be very familiar with the software and hardware to the point that you can answer internal questions in Slack help channels.

• Propose improvements to team’s workflows that could deliver better outcomes for customers or personal projects.

• You are able to autonomously manage your book of business in an efficient manner while providing exceptional levels of customer service.

Salary & Equity

In this role, you’ll receive a starting salary up to $95,000 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.

The Perks 

🌴Flexible PTO: We seriously mean it, 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. In 2025, Flock will provide a $ 50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.

💖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 three ERGs today - Women of Flock, Flock Proud, 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: $250 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.

🐾Pet Insurance: We’ve partnered with Pumpkin to provide insurance for our employee’s fur babies. 

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 Safety, 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.