Flock Safety, a leading safety technology platform providing cloud software and hardware for crime prevention to communities and law enforcement, is seeking a Technical Support Engineer. This role is responsible for incident management, advanced technical troubleshooting, and collaborating with Product and Engineering teams to drive resolution of escalated issues.

This is a Full-time, Remote (USA) position with a compensation range of $90,000 – $95,000 annually, plus Stock Options (Equity). A condition of employment requires the ability to obtain and maintain Criminal Justice Information Services (CJIS) certification.

The Opportunity and Impact

As a Technical Support Engineer within the Customer Experience organization, you will act as the primary technical point of contact for hardware and software support cases. The role requires advanced troubleshooting skills, the ability to validate issues, and the creation of “engineering-ready” tickets for true defects.

How You’ll Make an Impact:

• Advanced Troubleshooting: Troubleshoot and resolve escalated issues by analyzing system logs, error codes, and customer incidents, and reproduce software issues in production/dev environments.
• API & Database Support: Execute and understand basic SQL queries, including database updates, and utilize API tools like Postman to test and validate API-related issues.
• Authentication Support: Support SSO and non-SSO authentication systems such as Azure, Okta, and Auth0.
• Incident Management: Manage the incident management process, ensuring visibility and awareness across the business, and triage/escalate critical issues to the Engineering team.
• Continuous Improvement: Identify trends and perform proactive analysis on support cases, partnering with Product teams to drive continuous improvement and develop customer workarounds.
• Defect Reporting: Write technical defect reports with clear reproduction steps for Engineering teams.

Required Skillset

The ideal candidate has strong technical troubleshooting and communication skills, with mandatory experience supporting cloud-based SaaS solutions and foundational knowledge in SQL and APIs.

• Experience (Mandatory):
  • 4+ years of advanced technical support experience.
  • Prior experience supporting cloud-based SaaS solutions (Salesforce Incident Management experience is a plus).
  • Strong technical troubleshooting skills, including reading logs, interpreting error codes, and reproducing issues.
  • Experience writing technical defect reports with clear reproduction steps for Engineering teams.
• Technical Knowledge:
  • Experience executing and understanding basic SQL queries.
  • Familiarity with API tools like Postman.
  • Experience supporting SSO systems (Azure, Okta, Auth0).
• Clearance Requirement: Ability to obtain and maintain Criminal Justice Information Services (CJIS) certification.
• Soft Skills: Exceptional verbal and written communication skills, with the ability to convey complex technical issues clearly and empathetically.