[Remote] Technical Support Specialist, Tier 2 (DFR) Drone as First Responder at Flock Safety

United States

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$70,000 – $96,300Compensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Public Safety, Technology, Law EnforcementIndustries

Requirements

Experience working in a customer-facing role, specifically in help desk environments with a focus on troubleshooting hardware and software systems
Understanding of hardware troubleshooting, with experience with systems like drones, docking stations, radar, and other technology commonly used in DFR deployments
Knowledge of public safety IT systems, networking and infrastructure (layer 1-3), with experience in managing and troubleshooting complex integrations
Proven ability to manage escalations, working with engineering teams to resolve high-priority issues in a public safety 24/7 work environment
Strong verbal and written communication skills, including the ability to communicate complex technical issues clearly to both technical and non-technical stakeholders
Experience in a customer-facing role, ideally in technical support, offering on-site or remote support throughout the deployment lifecycle
Familiarity with large-scale, complex government IT systems and deployments, particularly in the public safety space
Basic understanding of drone operations and compliance with FAA Part 107 regulations
Hands-on experience with Unmanned Aircraft Systems (UAS) hardware and associated components
Ability to take ownership of the first level of after-hours on-call support for 24/7 operations

Responsibilities

Handle customer support issues through various channels (phone, email, etc.)
Triage technical problems and provide solutions for both hardware and software issues
Work closely with deployment engineers, project managers, and other technical teams to ensure smooth operations and minimize disruptions for customers
Escalate more complex issues to the Engineering and Product teams when needed
Respond to and resolve issues during after-hours on-call support to ensure uninterrupted 24/7 operations for customers

Skills

Key technologies and capabilities for this role

Technical SupportCustomer SupportHardware TroubleshootingSoftware TroubleshootingTriageDrone TechnologyGovernment ITPhone SupportEmail Support

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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