Flock Safety
Technology
Tier2SupportSpecialist,DFR
“Tier 2 Support Specialist, DFR at Flock Safety. Skills: Tier 2 Support, DFR support, drone support, hardware support, software support, customer support. Own day-to-day Tier 2 support cases for active DFR customers across phone, email, and case-based workflows. Troubleshoot DFR issues involving drones, docks, firmware mismatches, launch and landing issues, in-flight video or control issues, and related platform behaviors where documented support paths exist”
What You'll Achieve.
keep customers mission-ready through timely triage, resolution, and clean escalation; minimize customer disruption; keep customers running; improve future resolution speed; measurable impact early in a role; independently driving customer communication, troubleshooting, and resolution; contribute to internal documentation by capturing common resolutions, edge cases with known paths, and process gaps; independently manage a meaningful Tier 2 DFR case load with quality, urgency, and customer communication; Serve as a reliable owner for day-to-day DFR support issues that fall within established support playbooks; Improve team efficiency by identifying repeat issues, documenting solutions, and tightening escalation quality; help strengthen the broader DFR support model by improving handoffs between Tier 1, Tier 2, and deeper technical escalation resources; Become a trusted operator for maintaining customer uptime through execution, clean case ownership, and sound escalation judgment
Industry & Context.
troubleshooting skills across customer-reported issues, system behaviors, and operational workflows; sound judgment on when to escalate
Ability to obtain and maintain FAA Part 107 certification if required for role scope, Ability to obtain and maintain Criminal Justice Information Services (CJIS) certification as a condition of employment, Must meet all FBI CJIS Security Policy requirements, including a fingerprint-based background check
What They're Looking For.
Must Have
3+ years of support, help desk, and some exposure to DJI drone operations experience in a hardware and software environment, 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, 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, Familiarity with public safety or government technology environments, Familiarity with FAA Part 107 requirements and drone operations, or the ability to quickly build that knowledge in role, Experience supporting hardware and software systems in a customer-facing environment, The ability to obtain and maintain FAA Part 107 certification if required for role scope, Ability to obtain and maintain Criminal Justice Information Services (CJIS) certification as a condition of employment, Must meet all FBI CJIS Security Policy requirements, including a fingerprint-based background check
Nice to Have
Ability to quickly build knowledge of FAA Part 107 requirements and drone operations in role
What You'll Do.
Own day-to-day Tier 2 support cases for active DFR customers across phone
and case-based workflows
Troubleshoot DFR issues involving drones
launch and landing issues
in-flight video or control issues
and related platform behaviors where documented support paths exist
Support deployment and installation-related questions for internal teams and customers
including configuration support
maintenance follow-through
and coordination with cross-functional stakeholders
Assist with DFR-related support across connected systems and environments where the troubleshooting path is known and repeatable
and follow through on maintenance requests and other operational support work as needed to keep customers running
Advise customers on basic networking and environment requirements needed to support healthy DFR operations
Document troubleshooting steps
and recurring issues to strengthen knowledge resources and improve future resolution speed
Escalate cases that require log-level analysis
undocumented troubleshooting
crash investigation support
or engineering-ready root cause validation
How You'll Work.
Team & Collaboration
Partner with deployment teams, project managers, Technical Account Managers, and Engineering to move issues forward and minimize customer disruption; Partnering effectively across multiple teams
Communication Scope
written and verbal communication skills; ability to communicate clearly with both technical and non-technical audiences
Applying for this Tier 2 Support Specialist, DFR role?
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