Help keep a fast growing safety tech platform stable, fast, and reliable from behind the scenes. If you love debugging tough issues, living in logs, and being the person who can actually fix the broken stuff, this remote Technical Support Engineer role puts you right at the heart of Flock Safety’s products.
About Flock Safety
Flock Safety is the leading safety technology platform, connecting cities, law enforcement, businesses, schools, and neighborhoods in a nationwide public private safety network. Trusted by thousands of communities and agencies, Flock delivers real time intelligence while prioritizing privacy and responsible innovation. With nearly 700 million in funding and a multi billion dollar valuation, Flock is scaling fast with a high performance, low ego team focused on building the impossible together.
Schedule
Full time, remote role within the United States.
You will be part of the Customer Experience team, supporting customers and internal teams across multiple time zones.
Expect standard business hours with flexibility to handle incident management, escalations, and cross functional collaboration.
What You’ll Do
- Act as the primary technical point of contact for escalated hardware and software support cases.
- Troubleshoot and resolve complex issues by analyzing system logs, error codes, and customer reported incidents.
- Execute and understand basic SQL queries, including database reads and updates, to support investigations.
- Support SSO and non SSO authentication setups, including Azure, Okta, and Auth0.
- Use API tools such as Postman to test and validate API related issues.
- Reproduce software issues, develop temporary workarounds, and create engineering ready defect tickets with clear steps.
- Manage the incident management process, ensuring visibility and communication of known issues across the business.
- Identify trends in support cases and partner with Product and Engineering to drive continuous improvement.
- Contribute to internal documentation and knowledge base content that improves troubleshooting workflows.
What You Need
- Four or more years of advanced technical support experience.
- Strong troubleshooting skills, including reading logs, interpreting error codes, and reproducing issues in production and test environments.
- Prior experience supporting cloud based SaaS solutions; Salesforce incident management experience is a plus.
- Ability to write clear, detailed defect reports and collaborate effectively with Engineering teams.
- Comfortable with SQL, APIs, and error logging concepts and tools.
- Exceptional verbal and written communication skills, with the ability to explain complex technical issues clearly and empathetically.
- Organized, self motivated, and able to manage a portfolio of technical support cases with minimal oversight.
- Ability to obtain and maintain CJIS certification, including passing a fingerprint based background check.
Benefits
- Competitive base salary in the range of 90,000 to 95,000 dollars, plus Flock Safety stock options.
- Flexible non accrual PTO, plus 11 company holidays.
- Fully paid health benefits for employees, including medical, dental, vision, and HSA match.
- Twelve weeks of 100 percent paid parental leave for all employees, with additional recovery time for birthing parents.
- Fertility and family planning support through Maven, with a lifetime maximum benefit for adoption, surrogacy, and fertility expenses.
- Mental health support through Spring Health, including therapy, coaching, medication management, and digital tools.
- Caregiver support through Cariloop.
- Access to Carta tax advisors for equity and tax guidance.
- Employee resource groups to build connection and community.
- Monthly work from home stipend, annual productivity stipend, and a one time home office stipend to set up your space.
If you are ready to own complex technical problems, partner closely with Product and Engineering, and keep mission critical systems running for communities across the country, this is your cue to step in.
Bring your troubleshooting brain and customer focus to a team that is building the future of public safety.
Happy Hunting,
~Two Chicks…