Technical Support Engineer, Flock Safety
$90-95k
Offers Equity
Public safety operating system
Job no longer available
Public safety operating system
501-1000 employees
Job no longer available
$90-95k
Offers Equity
501-1000 employees
Company mission
To create safer, happier communities and cities by pre-emptively fighting crime.
Role
Who you are
- This role requires experience with SaaS solutions and a foundational knowledge of SQL, APIs, and error logging
- 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
What the job involves
- 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
- 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
- 90 Days at Flock
- We are a results-oriented culture and believe in structured 90-day plans to ensure success. Here’s what to expect in your first three months as a Technical Support Engineer at Flock Safety:
- The First 30 Days
- Complete company onboarding and attend team meetings
- Begin hands-on training with Flock’s systems, tools, and processes
- Shadow teammates to learn best practices for troubleshooting and resolving technical issues
- Start responding to customer cases with oversight and feedback from senior team members
- The First 60 Days
- Take full ownership of troubleshooting and resolving escalated technical issues
- Collaborate with cross-functional teams to escalate and resolve complex product challenges
- Contribute to internal documentation, improving troubleshooting workflows and knowledge base resources
- Gain confidence in handling technical support cases independently
- 90 Days & Beyond
- Act as a subject matter expert for Flock’s hardware and software solutions
- Drive process improvements based on common technical challenges and customer feedback
- Take proactive steps to analyze trends and recommend solutions to prevent recurring issues
- Fully manage a portfolio of technical support cases with minimal oversight
Our take
Public vehicle surveillance provides valuable insights to emergency services for the prevention of crime, but bringing information together to create leads is difficult. There's no standardised system for inter-city vehicle surveillance, and this makes it difficult for communities and law enforcement services to work together.
Flock Safety provides surveillance equipment that aims to improve the abilities of law enforcement and homeowner associations to communicate data with each other. The company focuses on vehicle surveillance, innovating on existing technology by using machine learning to categorise vehicles by color, license plate, state, and other data points.
Whilst automated surveillance equipment is used daily within federal police forces, Flock Safety builds technology systems that provide a means for smaller law enforcement agencies to quantify and share surveillance data easily. This data can then be automatically processed to help develop leads, a time-consuming process that would usually have to be completed manually.
Steph
Company Specialist at Welcome to the Jungle
Insights
40% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Mar 2025
$275m
LATE VC
Mar 2024
$200m
SERIES G
Total funding: $857.8m
Company benefits
- 🌴Use what you need PTO: We seriously mean it, plus 11 company holidays and your birthday off!
- ⚕️Fully-paid health benefits plan for employees: including Medical, Dental, and Vision and an HSA match
- 👪Family Leave: We provide 16 weeks of 100% paid leave for primary caregivers and 12 weeks of 100% paid leave for secondary caregivers
- 🍼Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. We will reimburse $10,000 a year for adoption, surrogacy, or infertility
- 🧠Mental Health: All employees receive an annual subscription to Headspace
- 💖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
- 💻WFH Stipend: $150 per month to cover the costs of working from home
- 📚L&D Stipend: $250 per year to use on Audible, Calm, Masterclass, Duolingo, Grammarly and so much more
- 🏠Home Office Stipend: A one-time $750 to help you create your dream office
- 🏢Coworking Space: If you’re not local to our ATL HQ, we’ll provide $250 a month to get you set up with an All Access Membership to WeWork (or a local coworking space in your area)
- 🐾Pet Insurance: We’ve partnered with Pumpkin to provide insurance for our employee’s fur babies
Company HQ
Home Park, Atlanta, GA
Leadership
Garrett Langley
(CEO)They worked in Computer Services freelance for over 6 years before joining Firethorn in 2015, and Clutch Technologies in 2014. They left their position as President of Moment LLC to found Flock Safety in April 2017.
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