Technical Support Engineer, Drone as First Responder (DFR)

The Opportunity Flock Safety is looking to add a DFR Technical Support Engineer to support our Drone as First Responder operations across hardware, software, and integrated workflows. In this role, you will be a technical owner for complex DFR issues spanning drones, docks, c2 software, video streaming, DAA behavior, and third-party integrations. You will help keep customers mission-ready by performing deep technical troubleshooting, driving log-level investigations, identifying patterns, and preparing engineering-ready escalations when platform or hardware defects are identified. This role is ideal for someone who thrives in high-urgency technical environments, can translate complex root cause analysis into clear internal and customer-facing communication, and wants to help scale a reliable support model for one of Flock's fastest-evolving product areas. Must be available for occasional, scheduled on-call support How You'll Make an Impact

• Act as a technical resource for escalated DFR issues across pre-flight, in-flight, and post-flight operations.
• Troubleshoot complex issues involving drone and dock hardware, remote control systems, radar software, video streaming, and platform/DFR-related integrations.
• Perform log-level investigation and technical analysis using observability and troubleshooting tools to build clear technical narratives of what happened and what should happen next.
• Own patterned and ambiguous issues that do not yet have documented playbooks, and partner with Engineering on escalation prep and root cause validation.
• Support crash post-mortems in collaboration with Safety.
• Serve as a go-between for Aviation Engineering, Technical Account Managers, and customer-facing teams by translating technical findings into digestible resolution paths and status updates.
• Support DFR integration issues across systems such as FlockOS, CAD, VMS, DAA, and related customer environments.
• Identify recurring trends, strengthen escalation quality, and improve internal knowledge resources that help Tier 1 and Tier 2 teams resolve issues faster.
• Own and maintain troubleshooting documentation and knowledge base content for the broader DFR support organization.

The Skillset

• Must be available for occasional, scheduled on-call support
• Required:FAA Part 107 certification is required, or the ability to obtain and maintain it quickly in role
• 4+ years of advanced technical support, technical operations, or systems troubleshooting experience in a complex hardware/software environment.
• Strong technical troubleshooting skills, including the ability to analyze logs, interpret failures, isolate issues, and reproduce problems in live and test environments.
• Experience writing clear, engineering-ready defect reports and technical summaries with actionable reproduction details.
• Hands-on familiarity with hardware and software systems used in DFR environments, including drones, docks, radar, streaming/video systems, and integrated public safety workflows.
• Working knowledge of public safety IT systems, networking, and infrastructure concepts, especially where integrations and uptime are critical.
• Comfort operating in a high-urgency escalation environment and collaborating across Support, Technical Account Manager,, Safety, Product, Engineering, and deployment teams.
• Strong written and verbal communication skills, with the ability to explain complex technical issues clearly and empathetically to both internal teams and customers.
• Experience with SaaS platforms, APIs, and technical support tooling is strongly preferred.

Feeling uneasy that you haven't ticked every box? That's okay; we've felt that way too. Studies have shown women and minorities are less likely to apply unless they meet all qualifications. We encourage you to break the status quo and apply to roles that would make you excited to come to work every day. 90 Days at Flock We are a results-oriented culture and believe strong 90-day plans create clarity, momentum, and measurable impact early in a role. The First 30 Days

• Complete onboarding and build a strong understanding of Flock's mission, DFR workflows, support tools, and escalation pathways.
• Learn the DFR platform landscape, including drones, docks, radar, integrations, and core customer use cases.
• Shadow team members on active support cases, incident reviews, and cross-functional escalations.
• Begin assisting with technical investigations and lower-complexity DFR issues with guidance from senior team members.

The First 60 Days

• Take ownership of a set of DFR technical support cases and begin independently driving investigation, communication, and resolution plans.
• Troubleshoot issues across DFR hardware, software, and integrations while partnering closely with Engineering, Safety, and deployment stakeholders.
• Contribute to internal troubleshooting documentation and help improve how common issues are escalated and resolved.
• Start identifying repeat issues and opportunities to improve support workflows, escalation quality, and knowledge sharing.

90 Days & Beyond

• Serve as a trusted technical owner for complex DFR issues, including deep-dive investigations and high-impact escalations.
• Produce high-quality technical narratives and escalation prep that improve engineering efficiency and shorten time to resolution.
• Help shape the future-state DFR support model by strengthening documentation, improving handoffs across tiers, and turning operational learnings into scalable process improvements.
• Become a go-to resource for DFR technical troubleshooting and customer-impacting issue analysis across the Customer Experience organization.

Salary & Equity In this role, you'll receive a starting salary of up to $95,000, along with Flock Safety Stock Options. The base salary is determined by factors such as job-related experience, education, training, and market indicators. Your recruiter will discuss this in detail during our initial conversation. 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 four ERGs today - Women of Flock, Flock Proud, LEOs 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: $300 per year to use on Audible, Calm, Masterclass, Duolingo 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. If an offer is extended and accepted, this position requires the ability to obtain and maintain Criminal Justice Information Services (CJIS) certification as a condition of employment. Applicants must meet all FBI CJIS Security Policy requirements, including a fingerprint-based background check. Apply To This Job