Technical Support Engineer, Drone as First Responder

Flock Safety

Technical Support Engineer for Drone as First Responder operations in a high-performance team. Translating technical issues and ensuring mission-ready customer support across complex systems.

Posted 6/2/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $90,000 - $95,000 per yearWebsite

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Hard Skills

technical supportsystems troubleshootinglog analysisdefect report writingtechnical summary writinghardware familiaritysoftware systems familiaritynetworking conceptsSaaS platformsAPI knowledge

Soft Skills

problem-solvingcollaborationcommunicationtechnical translationdocumentationtrend identificationescalation managementcustomer serviceadaptabilityattention to detail

Tools & Technologies

observability toolstroubleshooting toolsFlockOSCADVMSDAApublic safety IT systemsvideo streaming systemsdrone systemsdock hardware

Certifications & Qualifications

FAA Part 107 certification

Industry Keywords

DFRpublic safety workflowstechnical operationshigh-urgency escalationengineering collaborationcustomer-facing teamsroot cause validationpost-mortemsknowledge baseescalation quality

About the role

Key responsibilities & impact

Act as a technical resource for escalated DFR issues across pre-flight, in-flight, and post-flight operations.
Troubleshoot complex issues involving drone and dock hardware, remote control systems, radar software, video streaming, and platform/DFR-related integrations.
Perform log-level investigation and technical analysis using observability and troubleshooting tools to build clear technical narratives of what happened and what should happen next.
Own patterned and ambiguous issues that do not yet have documented playbooks, and partner with Engineering on escalation prep and root cause validation.
Support crash post-mortems in collaboration with Safety.
Serve as a go-between for Aviation Engineering, Technical Account Managers, and customer-facing teams by translating technical findings into digestible resolution paths and status updates.
Support DFR integration issues across systems such as FlockOS, CAD, VMS, DAA, and related customer environments.
Identify recurring trends, strengthen escalation quality, and improve internal knowledge resources that help Tier 1 and Tier 2 teams resolve issues faster.
Own and maintain troubleshooting documentation and knowledge base content for the broader DFR support organization.

Requirements

What you’ll need

4+ years of advanced technical support, technical operations, or systems troubleshooting experience in a complex hardware/software environment.
Strong technical troubleshooting skills, including the ability to analyze logs, interpret failures, isolate issues, and reproduce problems in live and test environments.
Experience writing clear, engineering-ready defect reports and technical summaries with actionable reproduction details.
Hands-on familiarity with hardware and software systems used in DFR environments, including drones, docks, radar, streaming/video systems, and integrated public safety workflows.
Working knowledge of public safety IT systems, networking, and infrastructure concepts, especially where integrations and uptime are critical.
Comfort operating in a high-urgency escalation environment and collaborating across Support, Technical Account Manager, Safety, Product, Engineering, and deployment teams.
Experience with SaaS platforms, APIs, and technical support tooling is strongly preferred.
FAA Part 107 certification is required, or the ability to obtain and maintain it quickly in role.

Benefits

Comp & perks

Flexible PTO: We seriously mean it, 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. In 2025, Flock will provide a $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.
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 and so much more.
Home Office Stipend: A one-time $750 to help you create your dream office.
Pet Insurance: We’ve partnered with Pumpkin to provide insurance for our employee’s fur babies.