Who is Flock?

Flock is the leading safety technology platform, helping communities thrive by taking a proactive approach to crime prevention and security. Our hardware and software suite connects cities, law enforcement, businesses, schools, and neighborhoods in a nationwide public-private safety network. Trusted by over 5,000 communities, 4,500 law enforcement agencies, and 1,000 businesses, Flock delivers real-time intelligence while prioritizing privacy and responsible innovation.

We’re a high-performance, low-ego team driven by urgency, collaboration, and bold thinking. Working at Flock means tackling big challenges, moving fast, and continuously improving. It’s intense but deeply rewarding for those who want to make an impact.

With nearly $700M in venture funding and a $7.5B valuation, we’re scaling intentionally and seeking top talent to help build the impossible. If you value teamwork, ownership, and solving tough problems, Flock could be the place for you.

The Opportunity

The Technical Account Manager (TAM), Premier Support is the embedded technical owner for one of Flock's most strategic, high-touch accounts. As the TAM, you are the customer's point of contact for everything technical: configuration, training, hardware health, support escalations, and quarterly technical strategy.

You will be assigned a strategic private-sector account with a large, distributed live video fleet - and will be responsible for keeping that fleet healthy, the customer's teams trained, and open support tickets personally escorted to resolution. You'll run a predictable weekly, monthly, and quarterly cadence of reporting and reviews, and you'll be the customer's voice inside Flock when product, process, or hardware needs to change.

This role bridges Customer Success, Support, Hardware Operations, Field Services, Product, and Engineering. You are the "stitch" that holds the customer experience together.

The Skillset

• Serve as the named TAM and primary technical point of contact for the assigned Premier Support account.

• Personally acknowledge every inbound ticket, assign severity, and own the case end-to-end ("white-glove ticket escorting") - including coordinating across Support, Hardware Ops, Field Services, and Engineering.

• Drive update cadence based on severity: weekly updates for standard issues, daily (or more frequent) updates for critical incidents.

• Operate a dedicated phone, Slack, and email line into the TAM team so the customer doesn’t wait in a general queue.

Proactive Network & Hardware Monitoring

• Continuously audit the health of the customer's hardware network, identifying offline devices, slipped angles, low uptime, and connectivity issues before the customer has to report them.

• Publish a weekly hardware status update covering devices that went offline, devices brought back online, and devices still offline - with an action plan and ETA for each.

• Open and shepherd work orders for any device requiring on-site maintenance, coordinating field technicians and confirming restoration before closing the case.

Hardware Operations

• Validate every new hardware setup end-to-end before it is marked in service: power, LTE/cellular, video stream, LPR capture, geofencing, and alerting.

• Track hardware movements weekly, confirming new locations and updating systems of record so reporting, alerts, and search results reflect the live fleet.

Reporting & Reviews

• Deliver a weekly running cases & trends report - open cases by priority, week-over-week trend lines, repeat-issue clusters, and the actions in flight to prevent recurrence.

• Lead a quarterly on-site technical review covering uptime, support trends, configuration audit findings, training gaps, and the forward-looking technical plan.

Training & Enablement

• Build and execute a customized training plan for the customer's admins and end users - delivered virtually and on-site, scheduled around the customer's operational shifts.

• Deliver ongoing user and admin training as the customer's sites, SOPs, and staffing evolve, including refreshers for new hires and advanced workflows for power users.

• Run a monthly product update session for the customer's internal trainers, walking through new features and workflow impacts and providing reusable materials.

• Host weekly office hours for Q&A, ad-hoc training, and complex troubleshooting - replacing scattered ad-hoc meetings and protecting bandwidth for escalations.

Feedback & Continuous Improvement

• Run monthly feedback sessions to collect product and maintenance-process improvement input from the