Technical Support Engineer, Flock Safety
$100-110k
+ Offers Equity (Stock Options)
Public safety operating system
Open for applications
Public safety operating system
501-1000 employees
Open for applications
$100-110k
+ Offers Equity (Stock Options)
501-1000 employees
Company mission
To create safer, happier communities and cities by pre-emptively fighting crime.
Role
Who you are
- 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
- The First 30 Days
- Complete Company onboarding and join team meetings
- Begin training for the work to support your role, including systems and tools necessary to complete required responsibilities
- Shadow teammates on phone calls and responding to customers via email
- Start handling cases on your own with the assistance of a guided-trainer to familiarize yourself with the system and tools
- The First 60 Days
- Take over your assigned territory, resolving open cases utilizing feedback from managers and peers along the way
- Work autonomously to maintain your own personal queue as well as keeping up on any ongoing cases with other internal teams
- You have a strong network of cross-functional partners to lean on and have proven yourself as a strong contributor to the team
- 90 Days & Beyond
- You should be very familiar with the software and hardware to the point that you can answer internal questions in Slack help channels
- Propose improvements to team’s workflows that could deliver better outcomes for customers or personal projects
- You are able to autonomously manage your book of business in an efficient manner while providing exceptional levels of customer service
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 9 rounds)
Mar 2025
$275m
LATE VC
Mar 2024
$200m
SERIES G
Total funding: $857.7m
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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