Device Support Engineer

Location

Remote - USA

Employment Type

Full time

Location Type

Remote

Department

Engineering

Compensation

• $65K – $85K • Offers Equity

Where you fall within the compensation range is based on how you demonstrate the attributes and competencies required for the role. We mostly reserve the upper half of our compensation bands for internal growth. During your call with one of our recruiters, they can further clarify the salary range and our total compensation.

Who is Flock?

Flock Safety is the leading safety technology platform, helping communities thrive by taking a proactive approach to crime prevention and security. Our hardware and software suite connects cities, law enforcement, businesses, schools, and neighborhoods in a nationwide public-private safety network. Trusted by over 5,000 communities, 4,500 law enforcement agencies, and 1,000 businesses, Flock delivers real-time intelligence while prioritizing privacy and responsible innovation.

We’re a high-performance, low-ego team driven by urgency, collaboration, and bold thinking. Working at Flock means tackling big challenges, moving fast, and continuously improving. It’s intense but deeply rewarding for those who want to make an impact.

With nearly $700M in venture funding and a $7.5B valuation, we’re scaling intentionally and seeking top talent to help build the impossible. If you value teamwork, ownership, and solving tough problems, Flock could be the place for you.

The Opportunity

Join a mission that matters. As a Device Support Engineer at Flock Safety, you’ll be the first line of defense, keeping our technology running at its best. You’ll troubleshoot cutting-edge devices, collaborate with teams across Product, Engineering, and Operations, and directly impact our goals of crimes solved and increasing community safety.

This fully remote role is perfect for problem-solvers who thrive in fast-paced environments, love learning new technology, and want their work to make a real difference. Every fix, every insight, and every improvement you make helps communities across the country stay safer — and that’s something worth getting excited about.

Seeking individuals willing to work on weekends as needed.

How you’ll make an impact:

• Become an expert on all things Flock Safety, serving as a valuable resource of device support
• Provide quick, accurate assistance to solve any issues we have via live chat, automated alerts and email
• Empower our customer support by sharing tips and best practices on how to effectively use our software and hardware
• Partner with the Product, Engineering, Operations, Sales, Project Management, and Customer Success teams to tactfully resolve camera support cases
• Make recommendations to the Flock Safety product to magnify your impact and drive change across the network

The Skillset

• Have demonstrated excellence in device support engineering roles for 2+ years
• Are comfortable with technology products and terminology and supporting other teams through a variety of contact channels. Bonus points for experience with Salesforce or similar tools and understanding of imaging basics
• Have excellent written communication skills
• Have experience troubleshooting technical softwares and finding creative solutions
• Embrace change and know how to maneuver around challenges and ambiguity
• Have the ability to work independently, prioritize and manage multiple tasks, and clearly communicate necessary information to internal teams
• Having flexibility with their working schedule (potentially some evenings/weekends) - to be discussed during interview process

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.

90 Days at Flock

We are a results-oriented culture and believe job descriptions are a thing of the past. We prescribe to 90 day plans and believe that good days lead to good weeks, which lead to good months. This serves as a preview of the 90 day plan you will receive if you were to be hired in this role at Flock Safety.

The First 30 Days

• Get familiar with our products, use cases, salesforce and the role of the product validation team in the process of ensuring the high quality and healthy fleet
• Build the understanding of how our images should look like, what are the typical problems we face, how to troubleshoot the devices and how to optimize them
• You will work on to solve device support cases which are created automatically by alarms and manually by our customer support
• You will have good understanding of camera basics and technical background of our devices’ hardware and software
• You will provide technical notes from devices’ performances for our customer support to help them communicate with the customers.
• Propose process and tool enhancement to fasten the field validation and adjustment
• Analyze case trends and communicate the findings to right stakeholder
• Continue meeting with Culture Carriers and VPs

The First 60 Days

• Continue to expand device knowledge
• You will now take any case, including more advanced ones as you will now be more familiar with the system and tools
• You will have one day a week when you are responsible to solve all new device support cases with help of the team
• Contribute to established knowledge bases
• Be self-sufficient and maintaining your own personal queue as well as keeping up on any ongoing cases with other internal teams
• At the end of 60 Days, the work-flow should be optimized and more tricky cases could be solved independently
• Plan for improving the efficiency even more

90 Days & Beyond

• You should be very familiar with the software and hardware to the point that you can answer internal questions in Slack help channels
• You will have one day a week when you are responsible to solve all new device support cases
• You should be proposing improvements that could be made for a better customer experience or device performance
• Weekly progress reports should show that you are performing at a high standard around the same level as other existing Device Support Engineers
• At the end of 90 Days, you are rolling. The work-flow is optimized and we can solve device support cases in less than 24 hours.

Salary & Equity

In this role, you’ll receive a starting salary between $65,000 and $85,000 as well as Flock Safety Stock Options. Base salary is determined by job-related experience, education/training, as well as market indicators. Your recruiter will discuss this in-depth with you during our first chat.

Location

We’re building the impossible, together. To drive innovation through in-person collaboration, we’re prioritizing candidates in our key hubs: Atlanta, Austin, Boston, Chicago, Denver, Los Angeles, New York City, and San Francisco. While we value the energy of our hub communities, we embrace remote work and welcome applications from exceptional talent across the United States.

The Perks

🌴Flexible PTO: We offer non-accrual PTO, 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. Flock will provide a $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.

🧠Spring Health: Spring Health offers a variety of mental health benefits, including therapy, coaching, medication management, a1nd digital tools, all tailored to each individual's needs.

💖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.

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.

Flock is an equal opportunity employer. We celebrate diverse backgrounds and thoughts and welcome everyone to apply for employment with us. We are committed to fostering an environment that is inclusive, transparent, and collaborative. Mutual respect is central to how Flock operates, and we believe the best solutions come from diverse perspectives, experiences, and skills. We embrace our differences and know that we are stronger working together.

If you need assistance or an accommodation due to a disability, please email us at recruiting@flocksafety.com. This information will be treated as confidential and used only to determine an appropriate accommodation for the interview process.

At Flock Safety, we compensate our employees fairly for their work. Base salary is determined by job-related experience, education/training, as well as market indicators. The range above is representative of base salary only and does not include equity, sales bonus plans (when applicable) and benefits. This range may be modified in the future. This job posting may span more than one career level.

Compensation Range: $65K - $85K

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