Job Description:
• 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.
Requirements:
• 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.
• Experience with SaaS platforms, APIs, and technical support tooling is strongly preferred.
• FAA Part 107 certification is required, or the ability to obtain and maintain it quickly in role.
Benefits:
• Flexible PTO: We seriously mean it, plus 11 company holidays.
• Fully-paid health benefits plan for employees: including Medical, Dental, and Vision and an HSA match.
• Family Leave: All employees receive 12 weeks of 100% paid parental leave. Birthing parents are eligible for an additional 6-8 weeks of physical recovery time.
• Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. In 2025, Flock will provide a $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.
• Caregiver Support: We have partnered with Cariloop to provide our employees with caregiver support.
• Carta Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors who can address individual grants, model tax scenarios, and answer general questions.
• ERGs: We want all employees to thrive and feel like they belong at Flock. We offer four ERGs today - Women of Flock, Flock Proud, LEOs and Melanin Motion. If you are interested in talking to a representative from one of these, please let your recruiter know.
• WFH Stipend: $150 per month to cover the costs of working from home.
• Productivity Stipend: $300 per year to use on Audible, Calm, Masterclass, Duolingo and so much more.
• Home Office Stipend: A one-time $750 to help you create your dream office.
• Pet Insurance: We’ve partnered with Pumpkin to provide insurance for our employee’s fur babies.