Technical Support Engineer - Remote

Overview

Flock Safety is looking to add a Technical Support Engineer to support our cloud software and hardware products. This role is responsible for incident management, troubleshooting technical issues, and collaborating with Product and Engineering teams to drive resolution.

In Short

• Act as the primary technical point of contact for hardware and software support cases.
• Troubleshoot and resolve escalated issues by analyzing system logs, error codes, and customer-reported incidents.
• Execute and understand basic SQL queries, including database updates.
• Support SSO and non-SSO authentication systems such as Azure, Okta, and Auth0.
• Identify trends and perform proactive analysis on support cases.
• Reproduce software issues and develop workarounds to unblock customers.
• Utilize API tools like Postman to test and validate API-related issues.
• Triage and escalate critical issues to the Engineering team.
• Manage the incident management process.

Requirements

• 4+ years of advanced technical support experience.
• Strong technical troubleshooting skills.
• Experience writing technical defect reports.
• Prior experience supporting cloud-based SaaS solutions.
• Exceptional verbal and written communication skills.

Benefits

• Flexible PTO and 11 company holidays.
• Fully-paid health benefits plan for employees.
• 12 weeks of 100% paid parental leave.
• $50,000-lifetime maximum benefit for eligible adoption, surrogacy, or fertility expenses.
• $150 WFH stipend per month.
• $250 productivity stipend per year.
• A one-time $750 home office stipend.
• Pet insurance for employees’ pets.