Technical Product Support Engineer (Streaming)

Who is Flock? 

Flock Safety provides the first public safety operating system that empowers private communities and law enforcement to work together to eliminate crime. We are committed to protecting human privacy and mitigating bias in policing with the development of best-in-class technology rooted in ethical design, which unites civilians and public servants in pursuit of a safer, more equitable society. 

Our Safety-as-a-Service approach includes affordable devices powered by LTE and solar that can be installed anywhere.  Our technology detects and captures objective details, decodes evidence in real-time and delivers investigative leads into the hands of those who matter. 

While safety is a serious business, we are a supportive team that is optimizing the remote first experience to create strong and fun relationships even when we are physically apart. Our flock of hard-working employees thrive in a positive and inclusive environment, where a bias towards action is rewarded. Flock Safety is headquartered in Atlanta and operates nationwide. We have raised approximately $400M in venture capital including a recent Series E round by Tiger Global.  Now surpassing a $3.5B valuation, Flock is scaling intentionally and seeking the best and brightest to help us meet our goal of eliminating crime in the United States by 25% in the next three years.

Additional Information 

• How To Succeed at Flock Video 
• Flock’s Series E Announcement 
• How We Stop Crime and Protect Privacy 
• Flock’s Framework 
• Ethics Center

The Role

Flock is looking to add a Technical Product Support Engineer to support our Stream based Products.

This role is responsible for monitoring and supporting the various Flock Products that leverage Streams as the underlying technology. The Technical Product Support Engineer will be taking tickets out of our Device Support queue, doing advanced troubleshooting, validating the issues, remotely resolving when possible or escalating to engineering when needed. This role will also directly communicate with Flock customers to facilitate live troubleshooting within the customers environment.

This role will require exemplary time management skills, the ability to manage multiple tasks at once, critical thinking, the desire to solve problems, and effective communication with all stakeholders and customers.

How you'll make an impact:

• Be the first tier for all Stream support cases
• Be a true Subject Matter Expert, resolving a high number of cases independently, providing feedback to the product and engineering teams on future improvements to increase supportability
• Suggest highest priority areas of investment both for tools to improve supportability and areas where improved documentation / features could reduce tickets
• Reproduce tickets and attempt to find valid work around solutions, unblocking customers
• Dive into logging, finding which piece of the system has the underlying issue, finding error logs
• Create engineering ready defect tickets with fully articulated expected behavior, current behavior, theory on underlying issue, links to relevant log failures

We're looking for people who:

• Thrives off becoming the expert in the products they support. You should be the person who others go to, who understand how systems and products work better than anyone else, and finds joy in helping others be successful by passing on your knowledge
• True customer empathy is a core value of yours, you want to make others successful, you find joy in helping others succeed, and understand we are nothing without our customers
• 3+ years of technical support experience
• Experience with video stream technology such as RTSP streams, VLC video playback
• Experience with technical troubleshooting including reading logs, understanding error codes, reproducing error conditions
• Experience working with and supporting Cloud SaaS Solutions
• Comfortable communicating with Customers in both written and verbal scenarios, showing customer empathy, and communicating in a clear yet concise manner
• (Bonus) Experience with customizing IP cameras, dialing in zoom, shutter speeds, IR, day/night modes, etc.
• (Bonus) Networking / Systems experience, comfortable with firewalls, port forwarding, white listing, network configuration.
• (Bonus) Exper