Technical Support Engineer, Drone as First Responder

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as a technical expert for escalated DFR issues throughout pre-flight, in-flight, and post-flight operations.

• Diagnose intricate problems related to drone and dock hardware, remote control systems, radar software, video streaming, and integrations associated with the platform/DFR.

• Conduct log-level investigations and technical analyses using observability and troubleshooting tools to create comprehensive technical narratives outlining past events and future actions.

• Take ownership of recurring and unclear issues that lack documented procedures, collaborating with Engineering for escalation preparation and root cause analysis.

• Assist in crash post-mortem reviews in partnership with the Safety team.

• Act as a liaison among Aviation Engineering, Technical Account Managers, and customer-facing teams by distilling technical findings into understandable resolution paths and status updates.

• Address DFR integration challenges across platforms like FlockOS, CAD, VMS, DAA, and related customer environments.

• Recognize recurring trends, enhance escalation quality, and elevate internal knowledge resources to expedite issue resolution for Tier 1 and Tier 2 teams.

• Develop and maintain troubleshooting documentation and knowledge base content for the wider DFR support organization.

⛳️ Requirements

• 4+ years of experience in advanced technical support, technical operations, or systems troubleshooting within a complex hardware/software environment.

• Proficient technical troubleshooting abilities, including log analysis, failure interpretation, issue isolation, and problem reproduction in both live and test settings.

• Proven experience in crafting clear, engineering-ready defect reports and technical summaries with actionable reproduction information.

• Hands-on experience with hardware and software systems prevalent in DFR environments, such as drones, docks, radar, streaming/video systems, and integrated public safety workflows.

• Familiarity with public safety IT systems, networking, and infrastructure concepts, particularly regarding critical integrations and uptime.

• Ability to operate effectively in a high-urgency escalation environment while collaborating with Support, Technical Account Managers, Safety, Product, Engineering, and deployment teams.

• Experience with SaaS platforms, APIs, and technical support tools is highly desirable.

• FAA Part 107 certification is mandatory, or the capability to quickly obtain and maintain it while in the role.

🏝️ Benefits

• Flexible PTO: We genuinely mean it, along with 11 company holidays.

• Comprehensive health benefits plan for employees: This includes Medical, Dental, Vision, and an HSA match.

• Family Leave: All employees are entitled to 12 weeks of fully paid parental leave, with birthing parents eligible for an additional 6-8 weeks for physical recovery.

• Fertility & Family Benefits: We have partnered with Maven to offer a complete digital health benefit for starting and raising a family. In 2025, Flock will provide a $50,000 lifetime maximum benefit for eligible adoption, surrogacy, or fertility expenses.

• Caregiver Support: We have teamed up with Cariloop to offer caregiver support for our employees.

• Carta Tax Advisor: Employees benefit from 1:1 sessions with Equity Tax Advisors for personalized grant management, tax scenario modeling, and general inquiries.

• ERGs: We strive for all employees to flourish and feel a sense of belonging at Flock. We currently offer four ERGs: Women of Flock, Flock Proud, LEOs, and Melanin Motion. If you're interested in connecting with a representative from any of these groups, please inform your recruiter.

• WFH Stipend: $150 monthly to assist with remote work costs.

• Productivity Stipend: $300 annually for use on platforms like Audible, Calm, Masterclass, Duolingo, and more.

• Home Office Stipend: A one-time allocation of $750 to help you create your ideal office space.

• Pet Insurance: We’ve collaborated with Pumpkin to offer insurance for our employees' furry companions.