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