{"id":468,"date":"2025-10-28T13:25:37","date_gmt":"2025-10-28T13:25:37","guid":{"rendered":"https:\/\/skillbasedmatching.com\/jobs\/?post_type=jobpost&p=468"},"modified":"2025-10-28T13:25:40","modified_gmt":"2025-10-28T13:25:40","slug":"technical-support-engineer-public-safety-tech","status":"publish","type":"jobpost","link":"https:\/\/skillbasedmatching.com\/jobs\/current-jobs\/technical-support-engineer-public-safety-tech\/","title":{"rendered":"Technical Support Engineer \u2013 Public Safety Tech"},"content":{"rendered":"\n

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

This is a Full-time, Remote (USA)<\/strong> position with a compensation range of $90,000 \u2013 $95,000<\/strong> annually, plus Stock Options (Equity)<\/strong>.<\/sup> A condition of employment requires the ability to obtain and maintain Criminal Justice Information Services (CJIS) certification.<\/sup><\/strong><\/p>\n\n\n\n

\n\n\n\n

The Opportunity and Impact<\/h3>\n\n\n\n

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.<\/sup> The role requires advanced troubleshooting skills, the ability to validate issues, and the creation of “engineering-ready” tickets for true defects.<\/sup><\/p>\n\n\n\n

How You\u2019ll Make an Impact:<\/h4>\n\n\n\n
    \n
  • Advanced Troubleshooting:<\/strong> Troubleshoot and resolve escalated issues<\/strong> by analyzing system logs, error codes<\/strong>, and customer incidents, and reproduce software issues<\/strong> in production\/dev environments.<\/li>\n\n\n\n
  • API & Database Support:<\/strong> Execute and understand basic SQL queries<\/strong>, including database updates, and utilize API tools like Postman<\/strong> to test and validate API-related issues.<\/li>\n\n\n\n
  • Authentication Support:<\/strong> Support SSO and non-SSO authentication systems<\/strong> such as Azure, Okta, and Auth0.<\/li>\n\n\n\n
  • Incident Management:<\/strong> Manage the incident management process<\/strong>, ensuring visibility and awareness across the business, and triage\/escalate critical issues to the Engineering team.<\/li>\n\n\n\n
  • Continuous Improvement:<\/strong> Identify trends and perform proactive analysis<\/strong> on support cases, partnering with Product teams to drive continuous improvement and develop customer workarounds.<\/li>\n\n\n\n
  • Defect Reporting:<\/strong> Write technical defect reports with clear reproduction steps for Engineering teams.<\/li>\n<\/ul>\n\n\n\n
    \n\n\n\n

    Required Skillset<\/h3>\n\n\n\n

    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.<\/p>\n\n\n\n

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

          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) […]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","jobpost_category":[648,734,1098],"jobpost_job_type":[39],"jobpost_location":[1041],"jobpost_tag":[2112,2114,2113,1625,2111,2008,2014,2108,128,2110,254,167],"class_list":["post-468","jobpost","type-jobpost","status-publish","hentry","jobpost_category-information-technology","jobpost_category-support-service","jobpost_category-technical-services","jobpost_job_type-remote","jobpost_location-united-states","jobpost_tag-api","jobpost_tag-authentication","jobpost_tag-cjis-certification","jobpost_tag-incident-management","jobpost_tag-postman","jobpost_tag-public-safety-tech","jobpost_tag-remote-us","jobpost_tag-saas-support","jobpost_tag-sql","jobpost_tag-sso","jobpost_tag-technical-support-engineer","jobpost_tag-troubleshooting"],"_links":{"self":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost\/468","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost"}],"about":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/types\/jobpost"}],"author":[{"embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/media?parent=468"}],"wp:term":[{"taxonomy":"jobpost_category","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_category?post=468"},{"taxonomy":"jobpost_job_type","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_job_type?post=468"},{"taxonomy":"jobpost_location","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_location?post=468"},{"taxonomy":"jobpost_tag","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_tag?post=468"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}