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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Engineer, Drone as First Responder (DFR) - **Company:** Flock Safety - **Location:** United States (Remote available) - **Experience:** Experienced - **Salary:** $90,000.0 - $95,000.0 - **Contract:** Permanent contract - **Skills:** Computer-Aided Design, Application Programming Interfaces (APIs), Software as a Service, Software Systems, Systems Integration, Diagnostic Tools, Information Technology, Integration Frameworks, Video Streaming - **Published:** June 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=af78d396a236463a ## About the Role Do you have a valid Remote Pilot Certificate license?, Do you have experience in Video streaming?, * Required:FAA Part 107 certification is required, or the ability to obtain and maintain it quickly in role * 4+ years of advanced technical support, technical operations, or systems troubleshooting experience in a complex hardware/software environment. * Strong technical troubleshooting skills, including the ability to analyze logs, interpret failures, isolate issues, and reproduce problems in live and test environments. * Experience writing clear, engineering-ready defect reports and technical summaries with actionable reproduction details. * Hands-on familiarity with hardware and software systems used in DFR environments, including drones, docks, radar, streaming/video systems, and integrated public safety workflows. * Working knowledge of public safety IT systems, networking, and infrastructure concepts, especially where integrations and uptime are critical. * Comfort operating in a high-urgency escalation environment and collaborating across Support, Technical Account Manager,, Safety, Product, Engineering, and deployment teams. * Strong written and verbal communication skills, with the ability to explain complex technical issues clearly and empathetically to both internal teams and customers. * Experience with SaaS platforms, APIs, and technical support tooling is strongly preferred. Feeling uneasy that you haven't ticked every box? That's okay; we've felt that way too. Studies have shown women and minorities are less likely to apply unless they meet all qualifications. We encourage you to break the status quo and apply to roles that would make you excited to come to work every day., If an offer is extended and accepted, this position requires the ability to obtain and maintain Criminal Justice Information Services (CJIS) certification as a condition of employment. Applicants must meet all FBI CJIS Security Policy requirements, including a fingerprint-based background check. ## Description Flock Safety is looking to add a DFR Technical Support Engineer to support our Drone as First Responder operations across hardware, software, and integrated workflows. In this role, you will be a technical owner for complex DFR issues spanning drones, docks, c2 software, video streaming, DAA behavior, and third-party integrations. You will help keep customers mission-ready by performing deep technical troubleshooting, driving log-level investigations, identifying patterns, and preparing engineering-ready escalations when platform or hardware defects are identified. This role is ideal for someone who thrives in high-urgency technical environments, can translate complex root cause analysis into clear internal and customer-facing communication, and wants to help scale a reliable support model for one of Flock's fastest-evolving product areas. Must be available for occasional, scheduled on-call support How You'll Make an Impact * Act as a technical resource for escalated DFR issues across pre-flight, in-flight, and post-flight operations. * Troubleshoot complex issues involving drone and dock hardware, remote control systems, radar software, video streaming, and platform/DFR-related integrations. * Perform log-level investigation and technical analysis using observability and troubleshooting tools to build clear technical narratives of what happened and what should happen next. * Own patterned and ambiguous issues that do not yet have documented playbooks, and partner with Engineering on escalation prep and root cause validation. * Support crash post-mortems in collaboration with Safety. * Serve as a go-between for Aviation Engineering, Technical Account Managers, and customer-facing teams by translating technical findings into digestible resolution paths and status updates. * Support DFR integration issues across systems such as FlockOS, CAD, VMS, DAA, and related customer environments. * Identify recurring trends, strengthen escalation quality, and improve internal knowledge resources that help Tier 1 and Tier 2 teams resolve issues faster. * Own and maintain troubleshooting documentation and knowledge base content for the broader DFR support organization., We are a results-oriented culture and believe strong 90-day plans create clarity, momentum, and measurable impact early in a role. The First 30 Days * Complete onboarding and build a strong understanding of Flock's mission, DFR workflows, support tools, and escalation pathways. * Learn the DFR platform landscape, including drones, docks, radar, integrations, and core customer use cases. * Shadow team members on active support cases, incident reviews, and cross-functional escalations. * Begin assisting with technical investigations and lower-complexity DFR issues with guidance from senior team members. The First 60 Days * Take ownership of a set of DFR technical support cases and begin independently driving investigation, communication, and resolution plans. * Troubleshoot issues across DFR hardware, software, and integrations while partnering closely with Engineering, Safety, and deployment stakeholders. * Contribute to internal troubleshooting documentation and help improve how common issues are escalated and resolved. * Start identifying repeat issues and opportunities to improve support workflows, escalation quality, and knowledge sharing. 90 Days & Beyond * Serve as a trusted technical owner for complex DFR issues, including deep-dive investigations and high-impact escalations. * Produce high-quality technical narratives and escalation prep that improve engineering efficiency and shorten time to resolution. * Help shape the future-state DFR support model by strengthening documentation, improving handoffs across tiers, and turning operational learnings into scalable process improvements. * Become a go-to resource for DFR technical troubleshooting and customer-impacting issue analysis across the Customer Experience organization. ## Related Videos - [The Fundamentals of Online Video](https://www.wearedevelopers.com/videos/32-the-fundamentals-of-online-video) - [Rethinking Intelligence: AI, Accessibility, and the Future of Inclusive Work - Artur Ortega](https://www.wearedevelopers.com/videos/1377-rethinking-intelligence-ai-accessibility-and-the-future-of-inclusive-work-artur-ortega) - [Diagnostic Tooling: How to get insights from your .NET services hosted in Kubernetes containers?](https://www.wearedevelopers.com/videos/100188-diagnostic-tooling-how-to-get-insights-from-your-net-services-hosted-in-kubernetes-containers) - [Robots are coming into the wild! 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