[Remote] Technical Support Engineer at Flock Safety

United States

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$90,000 – $95,000Compensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Public Safety, Security, TechnologyIndustries

Requirements

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
Foundational knowledge of SQL, APIs, and error logging

Responsibilities

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
Handle escalated technical issues within the Customer Experience organization, performing advanced troubleshooting, validating issues, identifying workarounds, and ensuring engineering-ready tickets are created for true defects

Skills

Key technologies and capabilities for this role

SQLAPIsSaaSTroubleshootingIncident ManagementSystem LogsError LoggingError Codes

Questions & Answers

Common questions about this position

What is the salary range for the Technical Support Engineer position?

The salary range is $90K - $95K.

Is this Technical Support Engineer role remote?

Yes, this is a remote position.

What skills are required for the Technical Support Engineer role?

Required skills include 4+ years of advanced technical support experience, strong troubleshooting skills with logs and error codes, experience with SaaS solutions, foundational knowledge of SQL and APIs, and supporting authentication systems like Azure, Okta, and Auth0.

What is the company culture like at Flock Safety?

Flock Safety has a high-performance, low-ego team driven by urgency, collaboration, bold thinking, teamwork, ownership, and solving tough problems in an intense but rewarding environment.

What makes a strong candidate for this Technical Support Engineer position?

A strong candidate has 4+ years of advanced technical support experience, strong troubleshooting skills including logs and error codes, experience with SaaS solutions, SQL, APIs, and authentication systems, plus the ability to write clear defect reports and collaborate with engineering teams.

Flock Safety

License plate reader cameras for crime prevention

About Flock Safety

Flock Safety provides a system aimed at enhancing public safety through crime prevention while ensuring privacy and reducing bias. The main product is a network of license plate reader cameras that capture essential vehicle information, which helps in solving crimes. These cameras utilize machine learning technology to ensure that the data collected is objective and ethically used. Flock Safety serves a variety of clients, including neighborhoods, businesses, and law enforcement agencies in over 1,000 cities. The company operates on a subscription model, where clients pay for the installation, maintenance, and access to data and analytics. This approach not only generates a steady revenue stream but also allows clients to benefit from ongoing updates and support. Flock Safety's goal is to create safer communities by providing effective crime prevention tools that respect individual privacy and foster trust between the public and law enforcement.

Atlanta, GeorgiaHeadquarters

2017Year Founded

$372.2MTotal Funding

SERIES_ECompany Stage

Government & Public Sector, Enterprise Software, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Unlimited PTO

12 paid holidays

Fully-paid health benefits

16 weeks of parental leave

Work from home allowance

Learning & development stipend

Home office stipend

Risks

Privacy concerns may lead to legal challenges affecting ALPR technology operations.

Integration of drone technology may increase operational costs and financial strain.

Economic downturns could reduce client spending on subscription-based services.

Differentiation

Flock Safety integrates ALPR cameras with AI for unbiased crime-solving data.

The company offers a full-service, maintenance-free technology solution for public safety.

Flock Safety's platform combines community power to enhance safety across cities and businesses.

Upsides

Acquisition of Aerodome enhances drone technology for public safety solutions.

Partnership with MS2 expands AI Traffic Analytics capabilities for state agencies.

Solar-Powered Condor video solutions increase market penetration in infrastructure-lacking areas.

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