Tier 2 Support Specialist, DFR
WFA Digital Insight
As the demand for skilled support specialists in the tech industry continues to grow, with a reported 25% increase in job openings over the past year, roles like this Tier 2 Support Specialist position at Flock Safety are becoming increasingly competitive. With the company's innovative approach to drone operations, candidates with strong technical skills and experience in fast-paced environments are in high demand. Before applying, candidates should be aware of the importance of having a solid foundation in troubleshooting, excellent communication skills, and the ability to work effectively in a remote setup. Flock Safety's commitment to flexible work arrangements and comprehensive benefits makes this an attractive opportunity for those seeking a challenging and rewarding career.
Job Description
About the Role
The Tier 2 Support Specialist role at Flock Safety is a critical position that involves providing day-to-day support for the company's innovative drone operations. As a key member of the support team, you will be responsible for troubleshooting complex issues, assisting with deployment and installation-related queries, and ensuring that customers receive timely and effective solutions to their problems. This role is ideal for individuals who thrive in fast-paced environments and are passionate about delivering exceptional customer support.The success of Flock Safety's Drone as First Responder operations relies heavily on the expertise and dedication of its support team. As a Tier 2 Support Specialist, you will play a vital role in ensuring the smooth operation of these systems, working closely with customers, and collaborating with internal teams to resolve issues and drive continuous improvement.
What You Will Do
- Own and resolve day-to-day support cases, including troubleshooting and resolving complex technical issues
- Provide expert assistance with deployment and installation-related queries
- Collaborate with internal teams to identify and resolve systemic issues
- Develop and maintain a deep understanding of Flock Safety's products and services
- Communicate effectively with customers, both technical and non-technical, to provide solutions and support
- Work closely with customers to understand their needs and provide tailored support
- Develop and maintain documentation of troubleshooting processes and solutions
- Participate in the development of knowledge resources and training materials
- Stay up-to-date with industry trends and emerging technologies
- Identify opportunities for process improvements and contribute to the development of best practices
- Partner with cross-functional teams to drive customer satisfaction and loyalty
What We Are Looking For
- 3+ years of experience in a support, help desk, or related role, preferably in a hardware and software environment
- Strong troubleshooting skills, with the ability to analyze complex issues and develop effective solutions
- Experience working with DJI drone operations, including familiarity with systems used in DFR environments
- Hands-on experience with systems used in DFR environments, including drones, docks, firmware, video workflows, and related support tooling
- Working knowledge of networking and infrastructure fundamentals, especially as they relate to deployment support and customer environments
- Strong written and verbal communication skills, with the ability to communicate clearly with both technical and non-technical audiences
- Experience managing escalations and partnering effectively across multiple teams
- Comfort following structured troubleshooting workflows while using sound judgment on when to escalate
- Experience documenting repeatable solutions and contributing to internal knowledge resources
- Ability to work effectively in a remote environment, with a strong focus on self-motivation and discipline
Nice to Have
- Experience working with support ticketing systems and customer relationship management software
- Familiarity with IT service management frameworks, such as ITIL
- Certification in a related field, such as CompTIA A+ or Cisco CCNA
- Experience working in a fast-paced, high-urgency environment, with a strong focus on customer satisfaction
- Knowledge of agile development methodologies and version control systems
Benefits and Perks
- Flexible PTO, with the ability to take time off when needed
- Fully-paid health benefits plan, including medical, dental, and vision coverage
- 12 weeks of 100% paid parental leave, with the option to take additional time off
- Fertility and family benefits, including support for adoption and surrogacy
- Spring Health Caregiver Support, with access to mental health resources and counseling
- Carta Tax Advisor, with support for tax planning and preparation
- ERGs, with opportunities to connect with colleagues and participate in community events
- WFH stipend, with a monthly allowance for home office expenses
- Productivity stipend, with a quarterly allowance for professional development and training
How to Stand Out
- Be prepared to showcase your troubleshooting skills, with specific examples of complex issues you've resolved in the past
- Develop a deep understanding of Flock Safety's products and services, including the company's innovative approach to drone operations
- Highlight your experience working in fast-paced environments, with a focus on customer satisfaction and timely resolutions
- Emphasize your ability to communicate effectively with both technical and non-technical audiences, with a strong focus on written and verbal skills
- Prepare to discuss your experience with support ticketing systems, customer relationship management software, and IT service management frameworks
- Research the company culture and values, and be prepared to discuss how you align with Flock Safety's mission and vision
- Don't be afraid to ask questions, and be prepared to discuss your salary expectations and benefits requirements
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