Tier 2 Support Specialist, DFR

About the role

Flock Safety is looking to add a Tier 2 Support Specialist, DFR to support Drone as First Responder operations. The role involves owning day-to-day support cases, troubleshooting issues, and assisting with deployment and installation-related questions. Requirements 3+ years of support, help desk, and some exposure to DJI drone operations experience in a hardware and software environment. Strong troubleshooting skills across customer-reported issues, system behaviors, and operational workflows. Experience supporting customers in a fast-paced, high-urgency environment where uptime matters. Hands-on familiarity with systems used in DFR environments, including drones, docks, firmware, video workflows, and related support tooling. Working knowledge of networking and infrastructure fundamentals, especially as they relate to deployment support and customer environments. Strong written and verbal communication skills, including the ability to communicate clearly with both technical and non-technical audiences. Experience managing escalations and partnering effectively across multiple teams. Comfort following structured troubleshooting workflows while using sound judgment on when to escalate. Experience documenting repeatable solutions and contributing to internal knowledge resources. Benefits Flexible PTO Fully-paid health benefits plan 12 weeks of 100% paid parental leave Fertility & Family Benefits Spring Health Caregiver Support Carta Tax Advisor ERGs WFH Stipend Productivity Stipend Home Office Stipend Originally posted on Himalayas

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