Tier 2 Support Specialist, DFR

Flock Safety

Support Specialist handling Tier 2 technical support for Flock's Drone as First Responder program. Collaborating with internal teams to ensure customers are mission-ready.

Posted 5/19/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $70,000 - $75,000 per yearWebsite

About the role

Key responsibilities & impact

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.
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.
Create, track, 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.
Partner with deployment teams, project managers, Technical Account Managers, and Engineering to move issues forward and minimize customer disruption.
Document troubleshooting steps, resolutions, and recurring issues to strengthen knowledge resources and improve future resolution speed.
Escalate cases that require log-level analysis, undocumented troubleshooting, crash investigation support, pattern analysis, or engineering-ready root cause validation.

Requirements

What you’ll need

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.
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.

Benefits

Comp & perks

Flexible PTO: We offer non-accrual PTO, plus 11 company holidays.
Fully-paid health benefits plan for employees: including Medical, Dental, and Vision and an HSA match.
Family Leave: All employees receive 12 weeks of 100% paid parental leave. Birthing parents are eligible for an additional 6-8 weeks of physical recovery time.
Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. Flock will provide a $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.
Spring Health: Spring Health offers a variety of mental health benefits, including therapy, coaching, medication management, and digital tools, all tailored to each individual's needs.
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.
ERGs: We want all employees to thrive and feel like they belong at Flock. We offer four ERGs today - Women of Flock, Flock Proud, LEOs and Melanin Motion. If you are interested in talking to a representative from one of these, please let your recruiter know.
WFH Stipend: $150 per month to cover the costs of working from home.
Productivity Stipend: $300 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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingDFR supportnetworking fundamentalsfirmwarevideo workflowshardware supportsoftware supportescalation managementdocumentationcustomer support

Soft Skills

communication skillsproblem-solvingteam collaborationjudgmentcustomer serviceorganizational skillsadaptabilityattention to detailtime managementinterpersonal skills

Certifications

FAA Part 107 certification